We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

Product Support Analyst (Remote - India based) at Jobgether. 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.. . . 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.. . Company Location: India.