Lead Product Support Analyst

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 research providers to the US government before expanding into public-private partnerships and commercial biopharma. Emmes has built industry leading capabilities in cell and gene therapy, vaccines and infectious diseases, ophthalmology, rare diseases, and neuroscience.

We believe the work we do will have a direct impact on patients’ lives and act accordingly. We strive to build a collaborative culture at the intersection of being a performance and people driven company. We’re looking for talented professionals eager to help advance clinical research as we work to embed innovation into the fabric of our company. If you share our motivations and passion in research, come join us

Primary Purpose

We are seeking a proactive and experienced Lead Product Support Analyst to oversee our Tier 2 product support function and lead a small team of analysts. In this role, you will act as a key liaison between end users, Tier 1 Helpdesk, and our product and engineering teams. You will take ownership of diagnosing and resolving complex product issues, identifying patterns in user feedback, and driving continuous improvement across the support lifecycle. As the escalation point for challenging cases, you will also be responsible for mentoring support staff, collaborating on cross-functional initiatives, and ensuring a seamless and high-quality user experience across our SaaS platform.

Responsibilities:

- - Own and manage the Tier 2 product support function, overseeing issue triage, resolution, and escalation to Tier 3 (product & engineering).

- Manage, coach, and mentor a small team of Tier 2 Product Support Analysts.

- Act as the primary escalation point for complex product issues and customer incidents.

- Work cross-functionally with product management and engineering to prioritize and resolve systemic issues.

- Identify and drive process improvements for faster and more consistent issue resolution.

- Analyze support trends and user pain points to provide actionable feedback to product and engineering teams.

- Train and support Tier 1 Helpdesk agents with onboarding, product knowledge, and resolution workflows.

- Interface directly with customers as needed to resolve escalations or gather critical context.

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

- Contribute to or define support SLAs and KPIs, and ensure accountability for response and resolution time targets.

Qualifications:

Required Education and Experience

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

- 8 -12 years of experience in software product support, ideally within a SaaS or technology company.

- At least 3 years of previous people management experience within customer support.

Required Skills/Abilities

- Proven leadership and mentoring skills with a track record of managing or guiding customer support teams at SaaS companies.

- Strong analytical and problem-solving skills; able to troubleshoot, reproduce, and document complex issues.

- Excellent communication skills (written and verbal) with the ability to interface effectively with users, executives, and cross-functional teams.

- High level of proactivity and ownership; ability to drive issues to closure without needing direction.

- Experience working in fast-paced environments with tight SLAs and high customer expectations.

- Fluency with support tools (Zendesk, Jira, Confluence, etc.)

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

Preferred Experience and Skills

- Experience supporting healthcare, life sciences, or regulated software is a plus.

- Experience writing or editing knowledge base articles or user-facing support content.

- Exposure to product lifecycle processes or Agile/Scrum environments.

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