Technical Solutions Engineer
Athenahealth
IT
Boston, MA, USA
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Technical Solutions Engineer
Position Summary:
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.
About the Team:
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.
Essential Job 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.
Additional Job Responsibilities
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.
Expected Education & Experience
Required:
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.
Preferred:
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.
Expected Compensation
$89,000 - $151,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers