The Emmes Company

2 days ago

Bengaluru, India EMMES SERVICES PVT LTD Full time

We are looking for a Senior Product Support Analyst to serve as a key liaison between our users, Tier 1 support, and product and engineering teams.

This Tier 2 support role will focus on diagnosing and resolving more complex user issues, identifying trends in support requests, and ensuring a high-quality user experience for our SaaS platform.

You will work closely with both internal stakeholders and external users to improve issue resolution, training, and product insights.


Responsibilities :


- Act as Tier 2 support for our SaaS product by proactively reviewing the support ticket queue, resolving issues where possible, and escalating to Tier 3 (Product or Engineering) when needed.

- Collaborate with cross-functional teams including product managers, software engineers, and clinical operations to ensure issues and improvements are well understood.

- Collaborate with the Lead Product Support Analyst and contribute to team goals and process improvements.

- Train and support Tier 1 Helpdesk agents by documenting workflows, sharing product expertise, and conducting sessions.

- Work with customers to gather additional context, provide updates, and ensure a positive resolution experience.

- Monitor support queues, identify recurring issues, and suggest improvements to product or documentation.

- Assist in maintaining and expanding user documentation and knowledge base content, including curating and refining AI-powered Q&A tools and content recommendations.

- Serve as a product expert and resource for both internal teams and external users.

Qualifications Education and Experience :


- BS in engineering, computer science, information systems or management.

- 5 - 7 years of experience in software product support, ideally within a SaaS or technology company.

Required Skills/Abilities :


- Excellent problem-solving and troubleshooting skills.

- Clear and professional communication skills, both written and verbal.

- Ability to work effectively with internal teams and external customers.

- Strong organizational skills and comfort working in ticketing and workflow systems like Zendesk and Jira.

- Initiative and accountability in owning ticket resolution and follow-through.

- Comfort with interpreting logs, basic technical workflows, and business logic.

Preferred Experience And Skills :


- Experience with user-facing documentation or knowledge base content.

- Familiarity with Agile development environments.

- Exposure to support trends analysis, product operations, or process optimization.

- Understanding of web-based software environments and comfort interpreting error logs or API responses.

- Experience supporting head
(ref:hirist.tech)

  • Emmes Services

    2 weeks ago

    Bengaluru, Karnataka, India EMMES SERVICES PVT LTD Full time

    Emmes Group: Building a better future for us all. Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into...

  • The Emmes Company

    2 days ago

    Bengaluru, India EMMES SERVICES PVT LTD Full time

    Overview : Emmes Group : Building a better future for us all.Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients.Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into...

  • The Emmes Company

    2 days ago

    Bengaluru, India EMMES SERVICES PVT LTD Full time

    Overview : Job Description : The Emmes Company, LLC (Emmes) is a global, full-service Clinical Research Organization dedicated to excellence in supporting the advancement of public health and biopharmaceutical innovation.We believe in the power of truth, so much so that we named our company Emmes, which means truth.Through decades of experience we have...

  • Software Engineer

    1 day ago

    Bengaluru, India The Emmes Company, LLC Full time

    Overview: Job Posting Title India Remote/Ahmedabad/Bengaluru/New Delhi Emmes Group: Building a better future for us all. Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical...

  • Software Engineer

    3 days ago

    Bengaluru, Karnataka, India The Emmes Company, LLC Full time ₹ 80,000 - ₹ 2,00,000 per year

    Overview:Job Posting TitleIndia Remote/Ahmedabad/Bengaluru/New DelhiEmmes Group: Building a better future for us all.Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research...

  • Associate Software Engineer

    2 weeks ago

    Bengaluru, Karnataka, India The Emmes Company, LLC Full time ₹ 8,00,000 - ₹ 10,00,000 per year

    Overview:Emmes Group: Building a better future for us all.Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into...

  • Associate Software Engineer

    1 day ago

    Bengaluru, India The Emmes Company, LLC Full time

    Overview: Emmes Group: Building a better future for us all. Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into...

  • Biostatistician Phd

    3 days ago

    Bengaluru, India EMMES Full time

    **Emmes Services Pvt. Ltd**, (“Emmes”) is searching for **Biostatistician in Clinical Research **located in our Bangalore, India office. Emmes provides flexibility for office location preference, dependent upon position. EMMES Services Pvt. Ltd, Bangalore, a fully owned subsidiary of The Emmes Company, LLC. Emmes is a Contract Research Organization...

  • Cdisc SAS Programmer

    3 days ago

    Bengaluru, India EMMES Full time

    **Emmes Services Pvt. Ltd**, (“Emmes”) is searching for **CDISC SAS Programmer **in India. Emmes provides flexibility of working from home or for office location preference, dependent upon position. EMMES Services Pvt. Ltd, Bangalore, a fully owned subsidiary of The Emmes Company, LLC. Emmes is a Contract Research Organization (CRO). Headquartered in...

  • Senior UX Designer

    1 day ago

    Bengaluru, India Emmes Full time

    OverviewIndia BengaluruEmmes Group: Building a better future for us all. Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before...