Customer Support Engineering Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary: As a member of the Integration Network Management team, you will be responsible for delivering an exceptional support experience for our clients and their integrations (both API & HL7) with athenahealth’s products, ensuring seamless access to relevant data. Managers must exhibit a deep knowledge of both integration design and athenaNet product workflows to be successful in distinguishing between intended functionality and true bugs. Individuals will provide elegant solutions for our client’s most complex issues or deliver critical feedback to modify integrations if necessary. Team members will consistently deliver excellent service to clients through a strategic blend of collaborative investigation, tenacious problem-solving, and prompt stakeholder communication.

As an Integration Network Management Manager (IC), you will serve as the client’s designated subject matter expert for integration related issues from initial identification until full resolution. Team members will own client issues and requests via CRM and will utilize their deep integration knowledge paired with curated documentation to provide accurate and concise resolutions. For our client’s most complex problems, Managers will work collaboratively to translate the client’s expectations to external vendors and to our development teams as well providing the client with the background around the intended workflows and functionalities of athenaOne’s products and integrations. Managers will provide relevant feedback to our development teams about integration bugs and innovative improvements based on their advanced athenaNet product expertise.  

Essential Functions (Duties and Responsibilities):  

30% Issue Resolution 

• Troubleshoot & resolve client and vendor issues via CRM through information gathering, documentation research and cross-functional collaboration 

• Build relationships and communicate with our clients and vendors through calls, emails, and Salesforce to understand the full scope of reported issues, provide accurate resolutions and provide extensive testing of workflows  

• Provide a second line of US-based support to our team in India for our most complex and delicate support issues, stepping in as subject matter experts when deemed necessary 

• Utilize technical tools such as Kibana, OpenSearch, Postman, and SQL queries to quickly find resolutions to urgent issues and autonomously execute necessary updates, decisions and or changes for our clients 

• Manage escalated issues effectively, providing post-mortem root cause analyses to stakeholders through strong communication and teamwork.

• Synthesize widespread client reported issues into one task for efficient review by development and coordinate with the CallDrivers team to gauge client impact and maintain status updates 

• Use SQL to gauge impact of widespread client issues and routinely query athenaNet tables to assist in investigation and issue resolution 

70% Process improvement 

• Proactively seeks to automate and improve existing internal operational processes 

• Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors 

• Lead the monitoring and management of metrics, ensuring that performance is trending in accordance with monthly goals 

• Coordinate work across team members, influencing and aligning others to achieve optimal outcomes 

• Engage with key internal teams, specifically Product and R&D, to identify, develop, and support new features and functionality that best meet the needs of our clients and the broader network 

• Establish routine liaison relationships with Development teams to provide feedback and to prioritize resources based on client impact, urgency and scope 

• Create reports and dashboards to analyze data through excel, Salesforce, and tableau to support recommendations for process improvement initiatives  

• Prioritize and execute long-term strategic initiatives that are aligned with our focus areas and critical to achieving our mission 

• Provide training and feedback to internal teams including our AHI teammates, other complex issue resolution case teams, the CSC, the Salesforce Case Process team, and Development teams.  

• Learn new technical tools and capabilities to enhance your skill sets 

Education & Experie