Customer Support Analyst - 24/7 support

📋 Description

• Acts as first contact; triages incidents and requests.
• Follows incident, problem, and service management processes.
• Responds to tickets per SLAs; provides workarounds or closes tickets.
• Proficient with support tools: Email-to-Case, Chat, Phone, Tickets.
• Guides customers through Litmus Edge configurations; escalate when needed.
• Supports 24/7 coverage; rotating shifts and may include weekends/holidays.

🎯 Requirements

• 3+ years in customer support, manufacturing domain preferred.
• 3+ years IT experience: OS, databases, cloud, security, networking.
• 3+ years with industrial equipment: PLCs, SCADA, sensors.
• 1+ years with MQTT, Docker, VMware, OPC UA.
• Strong troubleshooting and problem-solving skills.
• Clear communication; manage escalations under tight SLAs.

🎁 Benefits

• Collaborative, curious, low-ego culture.
• Ownership, visibility, and impact as we scale.
• Work with experienced operators, engineers, and leaders.
• Fast-moving, growth-oriented environment.