Product Support Agent

About the job

Reports to:Software Support Analyst (Support & Release)Team:Product & TechnologyLocation:Remote, India-based - with occasional attendance at the IAG office in HyderabadHours:Full-time, including some coverage during UK office hours Image Analysis Group (IAG) is an imaging CRO. We own and operate DYNAMIKA, the platform used to collect, manage, read and report medical imaging across clinical trials in oncology, musculoskeletal and obesity/metabolic disease. Our users are pharmaceutical and biotech sponsors, contract research organisations, clinical sites and radiology readers, and the platform runs in a regulated environment (21 CFR Part 11, EMA Annex 11). We are looking for a proactive, detail-oriented Product Support Agent to join the Support & Release team. You will be a first point of contact for users of DYNAMIKA, helping them resolve issues and use the platform effectively, and you will take a hands-on role in release testing validating fixes and new features before they reach production. It is a varied role that combines customer-facing support with the quality work that keeps a regulated platform dependable.This is a strong entry point with room to grow: for the right person, the role offers a clear path to develop toward a Product Manager position over time.

Key Responsibilities

SupportAct as a first point of contact for user queries through the teams support channelsTroubleshoot and resolve platform issues, escalating complex or technical cases to engineering and productKeep accurate, traceable records of issues and resolutions, as required in a regulated settingHelp users understand platform features, workflows and best practiceContribute to the knowledge base, FAQs and user documentationRelease and testingSupport release testing: reproduce reported issues, validate fixes, and verify new features against acceptance criteriaReport and track defects clearly for engineering, with the detail a regulated product requiresWork with product and engineering to improve the user experience and reduce recurring issuesCoverageProvide some availability during UK office hours to support users and colleagues across time zones Requirements: Bachelors degree in any discipline (preferred)13 years in customer or technical support, ideally for a software productStrong written and verbal English communicationMethodical, detail-oriented problem-solver, comfortable documenting work preciselyBasic technical understanding of software, including familiarity with API and SQL basicsAble to manage multiple tasks in a fast-moving environmentComfortable working remotely, with occasional attendance at the Hyderabad officeExposure to medical imaging, clinical trials or a regulated / GxP environment is an advantage Tools: Issue tracking and documentation: Jira and Confluence (used day to day at IAG)Familiarity with support / ticketing tools such as Zendesk or Freshdesk is usefulCommunication: Slack, Microsoft Teams, ZoomProductivity: Microsoft Excel, Google WorkspaceRemote support tools such as TeamViewer or AnyDesk are a plus