Customer Support Analyst - 24/7 support
Core
First point of contact for customer service requests, incidents, and escalations for industrial AI and edge computing software.
Role type
Customer Support Analyst (Industrial IoT/Manufacturing)
Builds
Customer support operations, knowledge base, and incident resolution for industrial clients
Domain
Industrial IoT, Manufacturing, Edge Computing, AI Infrastructure
Deliverable
client delivery
Required skills
Troubleshooting, Incident management, Technical communication, SLA adherence, Knowledge base creation, Shift coordination
Preferred skills
PLC/SCADA experience, Industrial networking, Cloud services, MQTT/OPC UA
Technologies
PLCs, SCADA, MQTT, Docker, VMWare, OPC UA, Cloud services, Runtime environments
Responsibilities
Triage and resolve customer tickets, guide customers through product configurations, document bugs and FAQs, coordinate shift handovers, communicate known issues and workarounds, execute support audits
Seniority
Mid-level, hands-on IC