Product Support Analyst (remote - India Based) - Remote Eligible

Product Support Analyst

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.