Product Support Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Analyst in India.

This role plays a key part in ensuring the stability, usability, and reliability of advanced software solutions used in the clinical trials and life sciences space. You will act as a critical bridge between customers, product, and engineering teams by managing and resolving technical support issues escalated to Tier 2. The position requires strong analytical thinking, attention to detail, and the ability to quickly understand complex software environments. You will be responsible for monitoring support queues, triaging incidents, and ensuring timely resolution in line with service level agreements. Working in a fast-paced, collaborative environment, you will also contribute to continuous improvement of support processes and documentation. This is an opportunity to work on meaningful, AI-driven products that improve regulatory transparency in the global life sciences industry.

You will be responsible for managing escalated technical support cases, ensuring timely resolution, clear communication, and continuous improvement of support processes and knowledge resources.

• Monitor and manage the support ticket queue, ensuring all cases are handled according to defined SLAs.
• Investigate, troubleshoot, and resolve Tier 2 technical issues escalated from customers or internal teams.
• Collaborate with product and engineering teams to assess severity, impact, and root cause of reported issues.
• Triage incoming tickets and escalate complex cases to appropriate technical stakeholders when needed.
• Provide clear, professional, and timely responses to customer support requests.
• Maintain accurate updates on ticket progress and communicate status to support leadership.
• Contribute to reporting activities on a daily, weekly, and monthly basis.
• Support the creation and maintenance of knowledge base articles, FAQs, and user documentation.

Requirements:

You are a detail-oriented and customer-focused support professional with strong analytical skills and experience in software or technical support environments.

• Bachelor’s degree or equivalent professional experience (minimum 4 years).
• 3–7 years of experience in customer support, technical support, or software support roles.
• Strong analytical and problem-solving skills with the ability to diagnose complex issues.
• Excellent written and verbal communication skills in English.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to quickly learn new software systems and adapt using technical documentation.
• Experience with support or ticketing tools such as JIRA or Zendesk is a plus.
• Familiarity with structured data formats such as XML or JSON is an advantage.
• Exposure to life sciences or regulated industry environments is a bonus.
• Comfortable working flexible hours to overlap with US or UK time zones.

Benefits:

You will join a dynamic, innovation-driven environment working on advanced AI-powered solutions in the life sciences sector.

• Competitive compensation package with comprehensive benefits.
• Career growth opportunities with increasing responsibility over time.
• Exposure to cutting-edge AI technologies, including LLMs and conversational systems.
• Collaborative and results-oriented team culture.
• Opportunity to work in a high-impact, regulated industry supporting global clients.
• Continuous learning and professional development environment.