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Product Support Analyst (Remote - India based)

Xogene

Key Facts

Remote From: 
India
Full time
English

Other Skills

  • •
    Professionalism
  • •
    Collaboration
  • •
    Communication
  • •
    Time Management
  • •
    Teamwork
  • •
    Customer Service
  • •
    Detail Oriented
  • •
    Prioritization
  • •
    Problem Reporting
  • •
    Problem Solving

Roles & Responsibilities

  • Experience as a Product Support Analyst or similar role handling tier 2 technical issues and support tickets
  • Strong understanding of SLAs, ticket triage, escalation processes, and incident communication
  • Ability to investigate, diagnose, and resolve customer issues and collaborate with product/development teams
  • Experience maintaining knowledge base articles and creating training guides, FAQs, and user documentation

Requirements:

  • Monitor ticket queue, triage and manage tickets according to the Support SLA, investigate and resolve issues, and escalate as needed
  • Respond to customers professionally, provide informative updates and maintain clear communication while coordinating with product and development teams to assess severity and impact
  • Maintain and expand the Support knowledge base, including creating and updating training guides, FAQs, and other user documentation
  • Contribute to daily/weekly/monthly reporting and provide timely updates to the Support Lead on ticket progress

Job description

WHY XOGENE?

At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you. 

POSITION OVERVIEW

Xogene combines regulatory expertise with advanced technology to automate complex processes in clinical trials disclosure. Our software streamlines workflows through AI and agentic networking capabilities, improving data transformation and regulatory compliance for leading pharmaceutical and life sciences companies. We're committed to advancing technological solutions in clinical trial transparency.

 

We are seeking an experienced Product Support Analyst to join our dynamic team and contribute to our ongoing growth and success.  As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues. You will monitor a support request queue consisting of issues escalated from customers or internal product and services teams. The support analyst will keep the team informed of user impact during software incidents.

KEY TASKS AND RESPONSIBILITIES

  • Monitor ticket queue and manage tickets according to Support SLA

  • Investigate and resolve tickets submitted to the Support Team

  • Work with product and development teams to understand severity and impact of reported customer issues. 

  • Triage tickets and escalate as appropriate to team members

  • Respond to customer tickets informatively and with professionalism

  • Participate in daily, weekly, and monthly reporting requirements

  • Maintain Support knowledgebase articles, and add additional articles as required

  • Provide timely updates to the Support Lead on the progress of tickets

  • Collaborate on the creation and maintenance of training guides, FAQs and other user documentation
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