Technical Solutions Engineer

athenahealth • Boston, MA

2d • Hybrid

About The Position

Join athenahealth as a Technical Solutions Engineer supporting our Client Technology team, where you'll combine deep technical expertise with customer-facing skills to protect and optimize the technology experience for some of athenahealth's largest and most strategic customers. You will proactively identify technical risks and performance trends through data analysis and monitoring, lead the investigation of complex issues, and partner directly with Product and Engineering teams to drive resolution. As a trusted advisor to client-side technologists, you'll serve as a bridge between customer stakeholders and athenahealth's product organization. This role reports to the Director of Client Technology. The Client Technology team operates as athenahealth's Technical Success Management function, serving as the technical bridge between strategic customers and our product and engineering organizations. Team members act as dedicated technical advisors to their customers similar to a Technical Account Manager, combining deep technical problem-solving with the relationship-driven approach of Customer Success. We apply Customer Success methodologies with deep technical expertise, partnering closely with R&D, Support, and Customer Success to ensure seamless delivery and ongoing performance of athenahealth's athenaOne product suite.

Requirements

• Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• 5–8 years of professional experience in a technical, customer-facing role such as support engineering, solutions engineering, technical consulting, or similar.
• Strong understanding of web application architecture, cloud computing, networking fundamentals, and database systems.
• Working knowledge of healthcare IT.
• Strong communication and interpersonal skills, with the ability to engage executive-level stakeholders, navigate conflict, and drive resolution.
• Analytical proficiency with logging and visualization tools (e.g., ELK Stack, OpenSearch, Datadog); SQL knowledge a plus.

Nice To Haves

• Experience with athenahealth products (e.g., athenaClinicals, athenaCollector).
• Experience using AI/LLM-based developer tools (e.g., Windsurf, Codex, GitHub Copilot, Claude Code) to support technical investigation and analysis.
• Familiarity with agile methodologies and project management principles.
• Relevant certifications such as CCST or CCNA, AWS Certified Solutions Architect, or ITIL Foundation.
• Experience translating business requirements into technological solutions across business units.

Responsibilities

• Investigate and resolve complex, high-visibility technical issues for named strategic customers, including performance bottlenecks, third-party software compatibility challenges, networking/connectivity problems, and configuration concerns.
• Serve as a technical liaison between client stakeholders and athenahealth product and engineering teams, scoping detailed technical requirements in Jira and driving resolution of high-visibility issues impacting athenaOne usability.
• Advise customers on best practices for system configuration, IT/network infrastructure, security, and compliance standards.
• Track and manage customer issues end-to-end, providing regular status updates, clear next steps, and estimated resolution timelines.
• Proactively identify potential technical risks using monitoring tools, data analysis, and customer insights to prevent disruptions before they occur.
• Build and maintain deep relationships with customer technical stakeholders, understanding their technology strategy and advocating on their behalf across athenahealth.
• Leverage AI-assisted tools (e.g., Codex, Claude) alongside traditional logging and monitoring platforms to accelerate issue analysis and surface actionable insights.
• Conduct regular technology reviews and executive sessions to align on customer business and technical needs.
• Contribute to the team's technical toolkit by documenting troubleshooting steps, solutions, and best practices for knowledge sharing and faster resolution.
• Share expertise within the organization to enhance internal support processes and knowledge bases.
• Participate in cross-functional initiatives to improve support documentation, user guides, and technical resources.
• Plan strategically for customer events and launches, partnering with Support and Engineering to ensure success during pivotal moments.

Benefits

• health and financial benefits
• commuter support
• employee assistance programs
• tuition assistance
• employee resource groups
• collaborative workspaces
• flexibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior