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Litmus

Customer Support Analyst - 24/7 support

Job · Full-timeIn OfficePune3-5 years1 opening
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About this role

Litmus is hiring for Customer Support Analyst - 24/7 support in Pune. This opening was published by Litmus on their official careers board (Ashby) on 8 May 2026 and was confirmed live on 14 September 2026. Job details • Company: Litmus • Role: Customer Support Analyst - 24/7 support • Location…

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Skills you'll use

Machine LearningDockerOracleCommunicationCustomer ServiceSCADANetworking

What you'll do

  • The Customer Support Analyst works as part of our Customer Support team and is the first point of contact for customer, questions, service requests or product incidents. They also ensure that customer concerns are managed and escalated as appropriate.
  • This role requires strong troubleshooting skills, as well as the ability to effectively communicate and collaborate with customers and internal Litmus Engineers. Within this role, you will continue to develop your technical skills, not only with our Litmus Products, but also with the technologies that surround and support our products (i.e. PLCs, networks, communication protocols, cloud services, runtime environments etc.)
  • At Litmus, we provide a 24/7 coverage to our customers hence this role needs individuals to work on rotational shifts and may also involve working over the weekends/holidays.
  • PLEASE APPLY ONLY IF YOU HAVE WORKED for SUPPORT in a manufacturing domain.
  • Roles and Responsibilities
  • Acts as the first point of contact / triages new incidents or requests received into the service desk system.
  • Follows Litmus processes and standards for Incident, Problem and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, Shift Handover.
  • Responds to, solves/provides workarounds/closes/escalates tickets as per Litmus SLAs.
  • Proficient using Customer Support Tools such as Email to Case, Chat, Phone, Tickets to maintain, update and report on ticket information.
  • Follows Litmus standards for troubleshooting and performance analysis.

Who can apply

  • Roles and Responsibilities
  • Acts as the first point of contact / triages new incidents or requests received into the service desk system.
  • Follows Litmus processes and standards for Incident, Problem and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, Shift Handover.
  • Responds to, solves/provides workarounds/closes/escalates tickets as per Litmus SLAs.
  • Proficient using Customer Support Tools such as Email to Case, Chat, Phone, Tickets to maintain, update and report on ticket information.
  • Follows Litmus standards for troubleshooting and performance analysis.
  • Guides customer through Litmus Edge and Litmus Edge Manager configurations. Escalates to Level 2 support to resolve tickets if needed.
  • Meets or exceeds KPIs for Incident Management.
  • Uses available documentation and tools for troubleshooting and support.
  • Creates and updates Frequently Asked Questions documentation.

Perks & benefits

Build the infrastructure that makes industrial AI possibleAI is moving beyond the cloud and into the physical world. At Litmus, you’ll build the infrastructure that enables real-time data to power AI and machine learning systems in production environments.Work on problems where software meets the real worldMost AI systems fail without access to real-world data. You’ll build the layer that makes them viable in production. We solve challenges at the intersection of distributed systems, real-time data, and industrial constraints — where reliability, scale, and performance are non-negotiable.Have real impact, fastYou’ll work on systems used by real customers in production, with direct impact on product and company trajectory. As a scaling company, we move quickly. You’ll have ownership, visibility, and the ability to shape both product and company as we scale.Join a high-performance teamWe’re building a team that holds a high bar and pushes each other to improve. You’ll work alongside experienced operators, engineers, and leaders who have done this before and are building again at scale. We hire people who take ownership, move quickly, and care about outcomes. No passengers.

About Litmus

Who is Litmus Litmus is building the data foundation that powers industrial AI. AI doesn’t work without real-world, contextualized data - Litmus makes that data usable. As AI adoption accelerates, most industrial environments still can’t access or use their operational data. We solve that…
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