Senior Product Support Analyst

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 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. 

• • 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. 

Required Education and Experience  

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

• 5-8 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 healthcare, life sciences, or regulated software is a plus. 
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