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.
Skills Required
- Bachelor’s degree in Computer Science, Information Technology, Control or Mechanical Engineering, or a 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, including recognizing patterns across large volumes of support data
- Experience using Azure Insights or similar cloud monitoring tools for application health tracking
- Experience managing live operational dashboards using Power BI, Grafana, or similar tools
- Experience generating relevant operational reports
- Hands-on experience with incident and task tracking systems such as Jira, ServiceNow, or Zendesk
- Exceptional written and verbal communication skills
- Ability to document and track issue lifecycles from initial report through resolution
- Ability to collaborate with cross-functional teams in a fast-paced environment
- Proficiency with data analysis tools and Excel
- Strong attention to detail and ownership of deliverables
- Experience supporting SaaS or digital products
- Understanding of ITIL, incident management, and escalation processes
- Familiarity with REST APIs, application logs, and troubleshooting methodologies
- Experience automating reports or dashboard updates
- Exposure to cloud platforms such as Azure, AWS, or GCP
- Experience with statistics, data visualization, or business analytics, including Power BI or Tableau
- Knowledge of Agile or Scrum methodologies
- Prior experience in security- or compliance-sensitive environments
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
