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