Product Support Analyst (U.S. Based)

Why 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 Product Support Analyst will keep the team informed of user impact during software incidents.

Key Responsibilities

• Manage the queue to ensure timely acknowledgment and responses to customers, maintaining service level agreements

• Delegate and triage tickets as needed to appropriate team members

• Recreate reported issues, investigate their root causes to understand impact

• Conduct in-depth analysis and troubleshooting to identify resolutions

• Communicate with customers to provide timely updates and ensure their concerns are effectively addressed

• Collaborate with other departments to understand their product-related issues and suggest enhancements for improvement

• Participate in customer-facing calls to discuss and address issues when needed

• Participate in status meetings and prepare reports for monthly meetings

• Correct any inaccuracies in knowledgebase articles, and add additional articles as required

• Create and maintain support related documentation

• Collaborate on the creation and maintenance of training guides and articles and other user documentation

Qualifications and Experience

• Bachelor’s degree or 4+ years of equivalent experience with software/SaaS products

• 4+ years of experience in a customer service or software support position

• Proficiency with productivity software and ability to learn new systems quickly

• Strong troubleshooting and analytical thinking

• Outstanding customer service skills

• Exhibit strong logical and analytical problem-solving skills

• Ability to multitask and prioritize is a must

• Ability to adapt quickly to changing, growth-oriented environment

• Ability to work cross-functionally as a team player with strong interpersonal skills

• Proficiency with knowledge management and bug reporting tools

• Excellent verbal and written communication skills

• Experience with new users and a teaching-oriented support style

• Experience with JIRA/Zendesk/Freshdesk a plus

What We Offer

·       Mentorship from industry experts working at the intersection of AI technology and business strategy

·       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

Equal Opportunity Employer

Xogene is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind.  We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.  All employment decisions at Xogene are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex (including pregnancy), sexual orientation, national origin, age, disability, genetic information, gender identity, military service, or any other basis prohibited by federal, state or local law.  We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application process.  Please contact us to discuss any accommodations you think you may need.