This position is posted by Jobgether on behalf of Xogene. We are currently looking for a Product Support Analyst in India.
This role offers an opportunity to work with advanced AI-powered software solutions in a fast-paced and professional environment. The Product Support Analyst will handle tier 2 technical issues, monitor support ticket queues, and collaborate with product and development teams to ensure timely resolution of customer and internal software challenges. You will maintain documentation, support knowledgebase updates, and provide accurate reporting on ticket trends and resolutions. This position requires strong analytical skills, attention to detail, and the ability to multitask effectively while adapting to shifting priorities. Your work will directly impact customer satisfaction and contribute to continuous improvement of product support processes. The ideal candidate is a proactive problem solver with excellent communication skills who thrives in collaborative, cross-functional teams.
Accountabilities
- Monitor and manage support tickets in accordance with SLA requirements
- Investigate and resolve technical issues submitted to the support team
- Collaborate with product and development teams to assess severity and impact of reported issues
- Triage and escalate tickets appropriately to ensure timely resolution
- Maintain and update support knowledgebase articles, training guides, FAQs, and other user documentation
- Provide timely updates to the Support Lead on ticket progress and trends
- Participate in daily, weekly, and monthly reporting activities
- Contribute to continuous improvement initiatives for support processes and documentation
Requirements
- Bachelor's degree or 4 years of equivalent professional experience
- 3-7 years of experience in customer service or software support roles
- Outstanding customer service skills and strong interpersonal abilities
- Excellent analytical and problem-solving capabilities
- Quick learner with the ability to onboard and master software solutions using training documentation
- Proficiency in multitasking, prioritization, and adapting to fast-paced environments
- Experience with knowledge management and bug reporting tools; familiarity with JIRA or Zendesk is a plus
- Excellent English communication skills, both verbal and written
- Ability to work cross-functionally and collaboratively in small, agile teams
- Flexibility to overlap working hours with US and/or UK teams when required
Benefits
- Opportunities for career growth and a clear progression path with increasing responsibility
- Mentorship from industry experts at the intersection of AI technology and business strategy
- Exposure to cutting-edge AI technologies, including LLMs and conversational systems
- Competitive compensation package with comprehensive benefits
- Results-oriented, innovative, and professional work culture
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!
