Product Support Analyst

About Xogene

At Xogene, we’re revolutionizing the future of clinical trial transparency through AI-powered solutions. Join our team of experts who are transforming how leading pharmaceutical and life sciences companies navigate regulatory compliance. If you're driven by solving complex problems in a professional environment focused on meaningful and rewarding work, we want to hear from you.

Position Overview

Xogene combines regulatory expertise with advanced technology to automate complex processes in clinical trials disclosure. Our software streamlines workflows through AI and agentic networking capabilities, improving data transformation and regulatory compliance for leading pharmaceutical and life sciences companies. We're committed to advancing technological solutions in clinical trial transparency.

We are seeking an experienced Product Support Analyst to join our dynamic team and contribute to our ongoing growth and success. As a Product Support Analyst, you will support Xogene’s software solutions by fielding tier 2 technical issues. You will monitor a support request queue consisting of issues escalated from customers or internal product and services teams. The support analyst will keep the team informed of user impact during software incidents.

Key Tasks and Responsibilities

• 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

• Bachelor’s degree or 4 years of commensurate experience.
• Minimum of 2+ years in a customer service or software support position.
• 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 work days

Desired Knowledge, Skills and Characteristics

• Preference for small, agile teams
• Passion for continual learning and delivering excellent customer experience
• Experience with JIRA/Zendesk is a nice to have
• Experience with or editing structured data formats such as XML and/or JSON is a plus
• Prior experience or domain knowledge in the life sciences industry is a plus

What We Offer

• Opportunities for growth and a clear career progression path with increasing responsibility as skills develop
• Mentorship from industry experts working at the intersection of AI technology and business strategy
• 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

Key skills/competency

• Product Support
• Technical Support
• Customer Service
• Problem-Solving
• Analytical Skills
• Knowledge Management
• JIRA
• Zendesk
• XML
• JSON