Analyst - Customer Success

Overview

Provide first-level technical support for OpenBlue Enterprise Manager, analyzing remote data to identify HVAC and BAS issues and driving customer issues to fast, clear resolution.

What you'll do

• Provide first-level technical support for OpenBlue Enterprise Manager.
• Analyze remote data, widgets, graphs, and visuals to identify HVAC and BAS issues.
• Troubleshoot bad or unreliable data and understand how data flows from BAS to the IoT platform.
• Coordinate with end customers, branch teams, third-party partners, Development, and DevOps teams.
• Use knowledgebase articles, problem-solving, and critical thinking to resolve issues or escalate them appropriately.
• Support clear customer communication throughout the issue lifecycle.
• Take ownership of each customer issue and follow it through to resolution or escalation with clear updates and accountability.
• Stay close to the data and the operating context so you can identify the real problem quickly and focus on what matters most to the customer.
• Work as one team across customers, branch teams, third-party partners, Development, and DevOps to move cases forward without delays.
• Use every case to learn, document, and improve by applying knowledgebase articles, sharing clear findings, and strengthening troubleshooting practices.

What you'll need

• B.E. or B.Tech degree.
• 3 to 5 years of experience in customer success, technical support, or a related analyst role.
• Field experience in BMS, HVAC, and EMS.
• Hands-on understanding of Building Management System components, field devices, sensors, DDC, and supervisory controllers.
• Good knowledge of HVAC systems such as Chilled Water System, Hot Water System, Boilers, AHUs, FCUs, and VAVs.
• Knowledge of communication protocols like BACnet, MODBUS, and OPC.
• Ability to analyze HVAC and BAS data for troubleshooting.
• Strong communication and problem-solving skills.

Details

• Location: Pune, Maharashtra, India.