Product Support Analyst

Xogene

Product Support Analyst addressing tier 2 technical issues for Xogene’s software solutions. Collaborating with cross-functional teams to resolve customer inquiries and streamline workflows.

Posted 4/13/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree or 4 years of commensurate experience
3 to 7 years of experience in customer service or software support roles
Outstanding customer service skills
Excellent analytical and problem-solving skills
Desire to learn software solutions and quickly onboard utilizing training documentation
Ability to multitask and prioritize is a must
Good organizational skills and detail-oriented mindset
Ability to adapt quickly and shift priorities in fast paced environment
Proficiency with knowledge management and bug reporting tools
Excellent English verbal and written communication skills
Ability to work cross-functionally as a team player with strong interpersonal skills
Comfort with flexible hours to overlap hours with US and/or UK workdays

Benefits

Comp & perks

Opportunities for growth and a clear career progression path with increasing responsibility as skills develop
Exposure to cutting-edge AI technologies including LLMs and conversational systems
Competitive compensation package including comprehensive benefits
A results-oriented culture that values innovation, responsibility, and professional excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicesoftware supportanalytical skillsproblem-solving skillsknowledge managementbug reporting

Soft Skills

outstanding customer service skillsability to multitaskorganizational skillsdetail-oriented mindsetadaptabilitystrong interpersonal skillsexcellent verbal communicationexcellent written communication

Certifications

Bachelor’s degree