Position Overview
The ideal candidate would be Technical Custodian of the Digital Factory and will not just solve tickets; but architect reliability for the next generation of industrial intelligence.
Responsibilities
- Act as first responder for customer incidents, alerts, and support requests
- Monitor and troubleshoot the end-to-end data and application pipeline:
Edge Gateway → Data Ingestion → Platform Applications. - Don’t just fix—evolve. Champion deep-dive Root Cause Analysis (RCA) to build a proactive, “self-healing” ecosystem and eliminate recurring bottlenecks.
- Ensure timely acknowledgment, resolution, or escalation of issues within defined SLAs.
- Collaborate with Engineering, Product, QA, and Implementation teams on fixes, releases, and improvements. You will be the primary liaison between customers these teams to turn today’s fixes into tomorrow’s features.
- Maintain accurate ticketing, documentation, and knowledge base updates for recurring issues.
- Ensure 24/7 customer trust , coverage and participate in handovers, weekend rotations, and on-call support as required.
- Communicate with clarity and empathy, serving as a trusted technical advisor to our customers during their most critical moments.
Skills
- Experience in technical support, SaaS platforms, industrial IoT, or manufacturing systems.
- Excellent verbal and written communication skills.
- Ability to work independently, prioritize tasks, and learn quickly in dynamic environments.
- Exposure to monitoring tools, logs, or debugging production issues.
- High ownership mindset, customer empathy, and execution discipline.
- Strong debugging, problem-solving, and analytical skills.
- Experience with at least one object-oriented programming language
- Understanding of data structures and their practical applications is required
- Exposure to frontend technologies is desirable
- Flexible to work in shifts and on weekends as part of an on-call rotation and global support environments
- Good to have, experience using support tools like Jira, ServiceNow, Freshdesk, or similar.
Experience
- 2 to 5 years of experience in technical support, SaaS platforms, industrial IoT, or manufacturing systems.
Education
- Bachelor’s degree in Electronics, Computer Science, Instrumentation, Mechanical, Electrical, or related engineering disciplines.
Location
- Work from office (Prabhat Road, Deccan, Pune)
Work Timings
- Workdays : IST Time Zone
- Full time Work from office
- Monday to Saturday
- Sunday on-call rotation
Organization
- This is a direct job with Altizon Inc and Fluid.Live is it’s hiring partner.
- Altizon builds Industrial IoT and Digital Factory platforms that help manufacturers and bottlers improve productivity, quality, and operational reliability by turning shop-floor data into actionable insights.
- At Altizon, you’ll be part of a global leader in Digital Factory and Industrial IoT innovation.
- Altizon works with some of the world’s most iconic manufacturing brands—including Fortune 500 companies—to help them modernize operations, unlock insights, and scale Industry 4.0 initiatives.
- More about Altizon at www.Altizon.com