Job Code Name: Product Support Analyst

Business Title: Support Analyst

Region: APAC

Country: Pune, India

What you will do:

Join our team and help us build digital products that deliver exceptional value and reliability to our customers. As a Product Support Analyst, you’ll be a critical link between our support and engineering teams, ensuring customer issues are rapidly resolved, and helping improve the overall product experience. Your work will drive faster response to user concerns through analytical thinking, proactive issue tracking, and real-time insights.

How you will do it:

• Act as the important point of contact for escalated technical issues, investigating and analyzing problems from initial report through resolution.
• Monitor application health and usage trends using Azure Insights, dashboards, and other telemetry tools; proactively detect and report anomalies.
• Build and maintain live dashboards categorizing incidents by priority (P1-P7) and ownership (L1, L2, L3); regularly update and share metrics with stakeholders.
• Track, document, and analyze the life cycle of issues from initial report through fix, ensuring effective communication, timely escalation, and closure.
• Analyze support ticket data to recognize patterns, deliver actionable insights, and recommend improvements to product functionality or support processes.
• Liaise between L1/L2 support and engineering teams, ensuring clear, concise communication and accurate context transfer for issue resolution.
• Maintain deep product knowledge and advise support teams on troubleshooting, user education, and product capabilities.
• Contribute to knowledge base content and internal documentation, supporting faster diagnosis and resolution of recurring issues.
• Drive process and system improvements to accelerate issue identification, tracking, and resolution.

What we look for:

Required

• Bachelor’s Degree in Computer Science, Information Technology, Control or Mechanical Engineering, or related field.
• 8+ years of experience in product support, technical operations, ITSM, or a similar customer-facing technical role.
• Strong analytical and problem-solving skills; able to recognize patterns across large volumes of support data.
• Experience using Azure Insights or similar cloud monitoring tools for application health tracking.
• Proven ability to manage live operational dashboards (Power BI, Grafana, or similar) and generate relevant reports.
• Hands-on experience with incident and task tracking systems (Jira, ServiceNow, Zendesk, etc.).
• Exceptional written and verbal communication skills, with the ability to summarize technical issues for diverse audiences.
• Skilled at documenting and tracking an issue’s lifecycle from initial report to resolution.
• Comfortable collaborating with cross-functional teams in a fast-paced environment.
• Proficient with data analysis tools and Excel.
• Strong attention to detail and ownership of deliverables.

Preferred

• Experience supporting SaaS or digital products.
• Understanding of ITIL, incident management, and escalation processes.
• Familiarity with REST APIs, application logs, and general troubleshooting methodologies.
• Experience automating reports or dashboard updates.
• Exposure to cloud platforms (Azure, AWS, GCP).
• Experience with statistics, data visualization, or business analytics (Power BI, Tableau).
• Knowledge of Agile/Scrum methodologies.
• Prior history in security or compliance-sensitive environments.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.