Product Support Analyst (Remote - India based)

India
Permanent
Full-time

7 days ago
Apply easily

This position is posted by Jobgether on behalf of Xogen. We are currently looking for a Product Support Analyst in India.We are seeking a Product Support Analyst to join a fast-growing team dedicated to building AI-driven solutions for the pharmaceutical and life sciences industry. In this role, you will manage tier 2 technical issues, ensuring smooth resolution of escalated customer requests and maintaining high service standards. You will act as the link between users, product teams, and developers, helping to identify problems, document solutions, and continuously improve support processes. This is an opportunity to develop deep expertise in software support, collaborate in an innovative environment, and contribute to mission-critical technology that drives regulatory compliance worldwide.Accountabilities

Monitor and manage the support ticket queue in line with SLA commitments.
Investigate and resolve technical issues escalated by customers or internal teams.
Collaborate with product and development teams to assess the severity and business impact of reported issues.
Triage tickets effectively, escalating to the appropriate stakeholders when needed.
Respond to customers with clear, professional communication and regular updates.
Maintain and expand support knowledge base articles, FAQs, and training guides.
Track and report on ticket status through daily, weekly, and monthly reporting.
Support incident management by keeping all stakeholders informed of user impact during software events.

Requirements

Bachelor’s degree or equivalent experience (minimum 4 years in a related field).
3 to 7 years of experience in customer service or software support roles.
Strong analytical and problem-solving skills with keen attention to detail.
Proven ability to manage multiple priorities in a fast-paced environment.
Excellent English communication skills, both written and verbal.
Strong customer service orientation with the ability to build trust and maintain professionalism.
Experience with knowledge management and bug reporting tools; familiarity with JIRA/Zendesk is a plus.
Flexible availability to overlap with US and/or UK working hours.
Team player with excellent organizational skills and adaptability.

Benefits

Competitive compensation package with comprehensive benefits.
Remote-first role with flexible working hours.
Opportunities for career growth and progression as responsibilities expand.
Mentorship from senior experts at the intersection of AI, technology, and business strategy.
Exposure to cutting-edge AI technologies, including LLMs and conversational systems.
A results-oriented culture that values innovation, ownership, and professional excellence.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.Thank you for your interest!#LI-CL1

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