Sr. Analyst - Customer Success

Analyst - Customer Success (Pune)

Role Overview

We are looking for an Analyst - Customer Success with around 3 to 5 years of experience to provide first-level technical support for OpenBlue Enterprise Manager. You will analyze remote data, identify issues in HVAC and BAS operations, and work with customers and internal teams to drive fast, clear resolution.

Key Responsibilities

• 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.

How You Will Do It

• 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.

Qualifications

• 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.