Product Support Analyst (Remote - India based)
@ Jobgether

Hybrid
Hybrid
Full Time
Posted 19 days ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXX****** @xogene.com
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Job Details

Product Support Analyst

This position is posted by Jobgether on behalf of Xogene. We are looking for a Product Support Analyst in India who will work with advanced AI-powered software solutions in a dynamic, fast-paced environment.

Key Responsibilities

  • Monitor and manage support tickets per SLA requirements.
  • Investigate and resolve technical issues reported by users.
  • Collaborate with product and development teams.
  • Triage and escalate tickets for timely resolution.
  • Maintain and update support documentation and knowledge bases.
  • Provide regular reporting on ticket trends and resolution progress.
  • Participate in continuous improvement initiatives for support processes.

Qualifications

  • Bachelor’s degree or 4 years of equivalent experience.
  • 3–7 years experience in customer service or software support roles.
  • Strong customer service, analytical and problem-solving skills.
  • Ability to multitask, prioritize, and adapt to fast-paced environments.
  • Experience with knowledge management, bug reporting tools; familiarity with JIRA or Zendesk is a plus.
  • Excellent English communication (verbal and written).
  • Flexibility to work overlapping hours with US/UK teams.

Opportunities & Benefits

  • Mentorship from industry experts at the intersection of AI technology and business strategy.
  • Exposure to cutting-edge AI technologies including LLMs and conversational systems.
  • Competitive compensation and comprehensive benefits.
  • Clear career progression path.

Screening Process

Your profile will be evaluated through an AI-powered screening process that reviews your CV and LinkedIn profile, compares your skills with the job requirements, and shortlists the top candidates for further review by the hiring team.

Key skills/competency

  • AI
  • Software Support
  • Technical Troubleshooting
  • Customer Service
  • Analytical Skills
  • Collaboration
  • Documentation
  • Reporting
  • JIRA
  • Zendesk
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How to Get Hired at Jobgether

🎯 Tips for Getting Hired

  • Research Xogene's culture: Understand their values and mission.
  • Customize your resume: Highlight tech support expertise.
  • Emphasize analytical skills: Showcase problem-solving experiences.
  • Prepare for interviews: Review support process scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review support ticket systems.
Practice troubleshooting technical issues.
Familiarize with JIRA and Zendesk.
Study AI software documentation.

Behavioral Questions

Explain a challenging support situation.
Describe teamwork in crisis resolution.
Discuss adapting to shifting priorities.
Showcase your problem-solving method.

Frequently Asked Questions