Xogene

Support Engineer

• Monitor ticket queue and manage tickets according to Support SLA
• Investigate and resolve tickets submitted to the Support Team
• Work with product and development teams to understand severity and impact of reported customer issues.
• Triage tickets and escalate as appropriate to team members
• Respond to customer tickets informatively and with professionalism
• Participate in daily, weekly, and monthly reporting requirements
• Maintain Support knowledgebase articles, and add additional articles as required
• Provide timely updates to the Support Lead on the progress of tickets
• Collaborate on the creation and maintenance of training guides, FAQs and other user documentation

Product Support Analyst