Analyst - Customer Success

About the Role

The primary responsibility is to deliver world‑class technical support for Johnson Controls OpenBlue Enterprise Manager, a suite of applications that monitors and improves energy efficiency, asset performance, maintenance, and space performance for occupant comfort. The analyst will interact with end customers, branch teams, and third‑party partners to provide first‑level support, using analysis of HVAC and BAS data generated by the IoT platform, and will collaborate closely with development and DevOps teams to shorten resolution times. Key duties include understanding service scope and SLA severity levels, analyzing remote data, widgets, and visualizations to identify problems in HVAC equipment such as chillers, boilers, pumps, CTs, AHUs, and VAVs, and tracing data flow from BAS to the IoT platform to resolve data reliability issues. The analyst must correlate multiple parameters to devise workable solutions, engage internal and external stakeholders for necessary inputs, and apply problem‑solving, critical thinking, and knowledge‑base articles to troubleshoot or appropriately escalate issues. • Provide first‑level technical support for OpenBlue Enterprise Manager, analyzing HVAC and BAS data. • Diagnose issues in HVAC equipment (chillers, boilers, pumps, AHU, VAV, etc.) using remote data visualizations. • Collaborate with development, DevOps, and higher‑level support teams to accelerate issue resolution. • Communicate with customers, branch teams, and third‑party partners to gather required inputs. • Follow SLA guidelines and escalate complex problems when necessary.

Key Responsibilities

• ▸technical support
• ▸hvac diagnosis
• ▸data analysis
• ▸sla management
• ▸customer communication
• ▸team collaboration

What You Bring

Qualifications require a B.E. or B.Tech degree with 2–4 years of field experience in BMS, HVAC, or EMS. Candidates should have hands‑on knowledge of building management systems, field devices, sensors, DDC and supervisory controllers, software, internet gateways, and databases, as well as solid understanding of HVAC systems and communication protocols such as BACnet, Modbus, and OPC. Basic IT/OT familiarity—including APIs, TCP/IP, network security, MQTT, and cloud‑based analytics (preferred one year)—and the ability to work with minimal supervision under mentorship are essential. Required knowledge and skills include data analysis using spreadsheets, and visualization with MS‑SQL and PowerBI; awareness of cloud platforms like Azure and AWS; basic Linux command‑line proficiency; strong problem‑solving, interpersonal, and written communication abilities; and proficiency in Microsoft Office 365 tools such as Excel, Outlook, Teams, Word, and PowerPoint. • Require B.E./B.Tech with 2–4 years of field experience in BMS, HVAC, or EMS. • Knowledge of building management systems, sensors, DDC controllers, and protocols (BACnet, Modbus, OPC). • Familiarity with IT/OT concepts, APIs, TCP/IP, MQTT, and cloud analytics (Azure/AWS) preferred. • Proficient in data analysis, MS‑SQL, PowerBI, Excel, and the Microsoft Office suite; basic Linux CLI skills. • Strong problem‑solving, interpersonal, and written communication abilities.

Requirements

• ▸b.tech
• ▸2-4 years
• ▸bms
• ▸bacnet
• ▸powerbi
• ▸azure

Work Environment

Office Full-Time