Analyst - Customer Success

Job Objective / Purpose

Our mission is to be customer-centric in all that we do. We actively listen, seek understanding, and proactively communicate while driving timely and accurate resolution of customer issues.

The Analyst will provide technical support for OpenBlue Digital Solutions, including OpenBlue Enterprise Manager, connected building systems, IoT integrations, and cloud-based applications. The role requires collaboration with customers, branch teams, field engineers, development teams, and third-party partners to resolve incidents and maintain customer satisfaction.

Duties and Responsibilities

• Respond to customer incidents and service requests within defined SLAs.

• Analyze HVAC, BAS, energy, and operational data available through OpenBlue applications.

• Troubleshoot equipment connectivity, telemetry, and data quality issues.

• Validate data flow between BAS, gateways, IoT devices, cloud services, and OpenBlue applications.

• Investigate platform alerts, dashboards, widgets, reports, and analytics outputs.

• Document troubleshooting activities and maintain case records in Jira Service Management and Salesforce.

• Collaborate with Engineering, Product, DevOps, and Branch Operations teams for issue resolution.

• Escalate complex incidents following established support processes.

• Contribute to knowledge base articles, troubleshooting guides, and standard operating procedures.

• Participate in shift handovers and global support coverage activities.

Required Qualifications

• B.E. / B.Tech in Mechanical, Electrical, Electronics, Instrumentation, Computer Science, or equivalent.
• 2-4 years of experience in HVAC, BAS, EMS, Building Automation, IoT, or Technical Support environments.
• Understanding of HVAC systems including Chillers, AHUs, FCUs, VAVs, Boilers, Pumps, and Cooling Towers.
• Knowledge of BACnet, Modbus, OPC, and building communication protocols.
• Understanding of networking fundamentals including TCP/IP, DNS, Firewalls, and VPN concepts.
• Working knowledge of REST APIs, JSON, MQTT, and cloud connectivity concepts.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Exposure to Azure, AWS, or cloud-based SaaS platforms.

• SQL, Power BI, and data visualization skills.

• Experience with Jira Service Management, Salesforce, or equivalent ticketing platforms.

• Linux command-line experience.

• Azure Fundamentals (AZ-900) certification.

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Success Measures

• SLA Compliance

• First Response Time

• Mean Time to Resolution (MTTR)

• Customer Satisfaction (CSAT)

• Case Quality Score

• Knowledge Article Contributions