Sr. Analyst - Customer Success

Job Objective / Purpose

The Senior Analyst serves as a technical escalation point within the OpenBlue Global Support organization, leading resolution of complex customer issues involving HVAC systems, BAS integrations, cloud analytics, IoT data pipelines, and OpenBlue applications

The role partners with Product Engineering, Software Development, DevOps, and Customer Success teams to drive faster resolution, improve platform reliability, and enhance customer experience

• →Lead investigation and resolution of complex customer incidents impacting OpenBlue products.

• →Serve as escalation point for support analysts and branch teams.

• →Conduct Root Cause Analysis (RCA) and identify preventive actions.

• →Troubleshoot complex BAS, HVAC, cloud, networking, and application integration issues.

• →Analyze telemetry, data ingestion pipelines, analytics outputs, and platform performance metrics.

• →Partner with Engineering, Product Management, and DevOps teams to resolve software defects and infrastructure issues.

• →Support Major Incident Management activities and customer escalation calls.

• →Drive continuous improvement initiatives across support operations.

• →Develop troubleshooting playbooks, support documentation, and knowledge articles.

• →Mentor and train analysts, supporting onboarding and capability development.

• →Monitor support KPIs and recommend process optimization opportunities.
• →Participate in release validation, feature adoption, and support readiness activities

Required Qualifications

• → B.E. / B.Tech in Mechanical, Electrical, Electronics, Instrumentation, Computer Science, or equivalent.
• →6-8 years of experience supporting HVAC, BAS, EMS, IoT, SaaS, or Digital Building Technologies.
• →Advanced knowledge of HVAC systems, controls, and building automation platforms.
• →Strong understanding of BACnet, Modbus, OPC, MQTT, and industrial communication protocols.
• →Strong SQL and data investigation skills.
• →Experience troubleshooting enterprise SaaS and cloud-based applications.
• →Experience performing Root Cause Analysis and managing escalations.
• →Strong stakeholder management and customer communication skills.

• Microsoft Azure Fundamentals (AZ-900) or Azure Administrator (AZ-104).

• ITIL Foundation Certification.

• Power BI and advanced data analysis experience.

• Python or PowerShell automation experience.

• Experience supporting global customers and 24x7 environments.

• Familiarity with Jira Service Management, Salesforce, Azure DevOps, and monitoring tools.

Success Measures

• SLA Achievement

• Escalation Resolution Effectiveness

• Root Cause Analysis Quality

• Reduction of Repeat Incidents

• Customer Satisfaction (CSAT)

• Knowledge Management Contributions

• Team Mentorship Effectiveness

• Operational Improvement Initiatives Delivered