Reports to: Software Support Analyst (Support & Release)

Team: Product & Technology

Location: Remote, India-based - with occasional attendance at the IAG office in Hyderabad

Hours: 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:

Support

•    Act as a first point of contact for user queries through the team’s support channels

•    Troubleshoot and resolve platform issues, escalating complex or technical cases to engineering and product

•    Keep accurate, traceable records of issues and resolutions, as required in a regulated setting

•    Help users understand platform features, workflows and best practice

•    Contribute to the knowledge base, FAQs and user documentation

Release and testing

•    Support release testing: reproduce reported issues, validate fixes, and verify new features against acceptance criteria

•    Report and track defects clearly for engineering, with the detail a regulated product requires

•    Work with product and engineering to improve the user experience and reduce recurring issues

Coverage

•    Provide some availability during UK office hours to support users and colleagues across time zones

Requirements:

•    Bachelor’s degree in any discipline (preferred)

•    1–3 years in customer or technical support, ideally for a software product

•    Strong written and verbal English communication

•    Methodical, detail-oriented problem-solver, comfortable documenting work precisely

•    Basic technical understanding of software, including familiarity with API and SQL basics

•    Able to manage multiple tasks in a fast-moving environment

•    Comfortable working remotely, with occasional attendance at the Hyderabad office

•    Exposure 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 useful

•    Communication: Slack, Microsoft Teams, Zoom

•    Productivity: Microsoft Excel, Google Workspace

•    Remote support tools such as TeamViewer or AnyDesk are a plus