This position is posted by Jobgether on behalf of
Xogene
. We are currently looking for a
Product Support Analyst
in
India
.In this role, you will provide expert support for advanced software solutions that streamline workflows and enhance regulatory compliance in complex environments. You will manage and resolve technical issues, ensuring timely communication and resolution for end users. Working closely with product and development teams, you will triage, investigate, and escalate tickets while maintaining thorough documentation and knowledgebase resources. This position offers an opportunity to work in a dynamic, collaborative environment where your contributions directly impact customer satisfaction and product performance. You will develop professionally through exposure to cutting-edge AI technologies and participate in ongoing learning initiatives.
Accountabilities:
As a Product Support Analyst, your main responsibilities include:
- Monitoring and managing the support ticket queue in alignment with SLA requirements
- Investigating, resolving, and triaging technical issues escalated by customers or internal teams
- Collaborating with product and development teams to assess severity, impact, and resolution strategies
- Responding to customer tickets promptly and professionally, maintaining high-quality service standards
- Participating in reporting requirements (daily, weekly, monthly) and maintaining accurate documentation
- Updating and creating support knowledgebase articles, FAQs, and training guides
- Providing timely updates to the Support Lead and contributing to continuous improvement initiatives
Requirements
The ideal candidate will bring:
- Bachelor's degree or equivalent experience (minimum 4 years)
- 3-7 years of experience in customer service or software support roles
- Excellent customer service, analytical, and problem-solving skills
- Ability to quickly learn new software solutions and utilize training materials effectively
- Strong multitasking, organizational, and prioritization abilities
- Proficiency with knowledge management and bug reporting tools
- Excellent written and verbal English communication skills
- Ability to work cross-functionally as a team player in a fast-paced environment
- Flexibility to align work hours with US and/or UK time zones
Desired Knowledge and Skills:
- Experience working in small, agile teams
- Passion for continual learning and delivering outstanding customer experiences
- Familiarity with JIRA, Zendesk, or similar tools is a plus
Benefits
This role offers:
- Clear career progression and growth opportunities
- 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 and comprehensive benefits
- A results-oriented culture that values innovation, responsibility, and professional excellence
- Opportunities to develop technical and problem-solving skills in a collaborative environment
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!
