Product Launch & Support Associate

Athenahealth India; Maine, United States, Northern America, Americas; Hybrid; USD 51,000 - 87,000; Full time

Job summary

Athenahealth in Belfast, ME is seeking a specialist to help launch and grow emerging products by partnering with customers and internal teams to resolve issues and improve support processes, moving offerings from alpha to GA.

The role blends customer support, operational problem-solving, and product enablement, requiring strong communication, data interpretation, and ability to work across Product, Engineering, and Operations, with access to AI tools.

Qualifications

• 3+ years of professional experience or an equivalent combination.
• 2+ years in customer support, product operations, analytics, or project coordination.
• Experience supporting issues using Salesforce, Jira, Confluence, or similar tools.
• Ability to interpret basic support and operational data and communicate findings.
• Experience using AI-powered tools to support productivity, documentation, knowledge management, or support workflows.
• Ability to follow documented processes and escalate when needed.
• Clear verbal and written communication; ability to collaborate across teams.
• Ability to balance multiple priorities in a fast-paced environment.

Responsibilities

• Communicate with customers, project stakeholders, and team members to gather information, provide status updates, communicate next steps, and support a positive customer experience.
• Triage and resolve routine to moderately complex customer and product issues using documentation and tools; escalate as needed.
• Review support trends and metrics to identify recurring issues and improvements.
• Develop knowledge of emerging products and support processes; share learnings with the team.
• Use AI-enabled tools to assist with documentation and workflows per guidelines.
• Create and update SOPs, knowledge articles, tickets, and escalation guidance.
• Capture customer pain points and product gaps; share findings with Product teams.
• Complete delivery and readiness tasks; coordinate communications and track impactful items.
• Suggest opportunities to reduce repetitive work and test improvements.

Skills

Customer support

Product operations

Analytics

Project coordination

Process documentation

AI tools

Communication

Cross-functional teamwork

Education

Bachelor's degree (not specified)

Tools

Salesforce

Jira

Confluence

Job description

Athenahealth in Belfast, ME is seeking a specialist to help launch and grow emerging products by partnering with customers and internal teams to resolve issues and improve support processes, moving offerings from alpha to GA.

The role blends customer support, operational problem-solving, and product enablement, requiring strong communication, data interpretation, and ability to work across Product, Engineering, and Operations, with access to AI tools.