Application Support Analyst (Remote

Projects Overview

Date Posted: 13-Jul-2026
Job Type: Full Time
Job Exp: 1 Year
Salary: ₹15000 / MONTH
Location: pune
Education Req: Bachelor's (Preferred)

Job description

Job Title: Product Support Analyst
Job Type: Full-time
Location: Remote

About Xogene

At Xogene, we’re revolutionizing the future of clinical trial transparency using AI-powered solutions. We are committed to transforming how pharmaceutical and life sciences companies navigate regulatory compliance. If you’re driven by solving complex problems in a professional, rewarding environment, 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 pharmaceutical and life sciences companies. We’re advancing technological solutions in clinical trial transparency, and we need you to be part of this mission!

We’re looking for an experienced Product Support Analyst to join our dynamic team. In this role, you’ll support Xogene’s software solutions by fielding tier 2 technical issues and collaborating with internal teams to resolve customer challenges.

Key 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 the severity and impact of customer issues.
Triage tickets and escalate to appropriate team members as needed.
Respond to customer tickets with professionalism and detailed updates.
Participate in daily, weekly, and monthly reporting requirements.
Maintain and update Support knowledgebase articles, adding new ones as necessary.
Provide timely updates to the Support Lead on ticket progress.
Collaborate on creating and maintaining training guides, FAQs, and other user documentation.

Required Qualifications

Bachelor’s degree or 4 years of equivalent experience.
3 to 7 years of experience in customer service or software support roles.
Outstanding customer service skills.
Excellent analytical and problem-solving abilities.
Ability to learn software solutions quickly using training documentation.
Strong multitasking and prioritization skills.
Good organizational skills and a detail-oriented mindset.
Ability to adapt quickly in a fast-paced environment.
Proficiency with knowledge management and bug reporting tools.
Excellent English communication skills (both verbal and written).
Ability to work cross-functionally with team members and clients.

Desired Skills & Characteristics

Preference for working in small, agile teams.
Passion for continuous learning and delivering exceptional customer experiences.
Experience with JIRA and Zendesk is a plus.

What We Offer

Opportunities for growth and a clear career progression path with increasing responsibility.
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 with comprehensive benefits.
A results-oriented culture that values innovation, responsibility, and professional excellence.