Product Support Analyst (IoT HVAC) Milan, Italy (Hybrid)

About the Role
We are looking for a Product Support Analyst to join our IoT HVAC team based in Milan. This is an excellent opportunity for someone who enjoys solving customer and operational challenges while developing their product management skills in a fast-growing connected products environment. In this role, approximately 60% of your time will be focused on product support, operations, and issue management, acting as the key interface between customers, business stakeholders, customer support teams, and software development teams. The remaining 40% will focus on product analysis and product development support, helping translate business needs and user feedback into product improvements. You will support the evolution of our connected ecosystem, including mobile applications and digital platforms used with residential HVAC products across Europe. This position offers a clear growth path towards a Product Owner role, providing exposure to Agile product development, backlog management, customer needs analysis, and feature delivery.

Key Responsibilities
Product Support & Operations Act as the primary point of coordination for issues reported by customers, customer support teams, and HVAC business stakeholders.
• Investigate and manage incidents related to:
• User onboarding and enrollment
• User accounts and authentication
• Mobile application functionality
• Connected device operation
• Remote monitoring and digital platforms
• Command and control capabilities
• Coordinate with software development, QA, and technical teams to identify root causes and track issue resolution.
• Monitor recurring issues and escalate trends that may require product improvements.
• Ensure timely communication and follow-up with internal stakeholders.




• Support operational monitoring of the connected ecosystem and help maintain service quality.
• Produce reports and insights on platform usage, connectivity, and customer experience trends. Product Analysis & Development Support
• Support Product Managers in maintaining and refining the product backlog.
• Gather, analyse, and prioritize requirements from HVAC business stakeholders across European markets.
• Consolidate customer feedback and user pain points into actionable product requirements.
• Participate in Agile ceremonies including sprint planning, backlog refinement, and sprint reviews.
• Support user acceptance testing and feature validation prior to release.
• Analyse user behaviour, platform adoption, and connectivity metrics to identify opportunities for improvement.
• Monitor market developments and connected-service trends within the HVAC industry.
• Contribute to the definition of future product enhancements and customer experience improvements. Required Skills & Experience
• Degree in Engineering, Computer Science, Information Technology, or a related discipline.
• Experience with IoT solutions (ideally), connected products, or digital platforms.
• 1-3 years of experience in a Product Support, Business Analyst, Product Analyst, Product Owner, Project Management, or similar role.
• Strong analytical and problem-solving skills.




• Ability to investigate issues and coordinate multiple stakeholders to drive resolution.
• Good understanding of Agile methodologies and software development processes.
• Strong communication and organizational skills.
• Good English, both written and spoken.
• Comfortable working in an international environment with stakeholders & customers across multiple European countries.
• A customer-first mindset and genuine interest in improving user experience.
• Curiosity and willingness to learn about connected technologies and HVAC products.
• Strong attention to detail and a structured approach to problem solving.
• Ability to manage multiple priorities and stakeholders.
• Collaborative team player with excellent interpersonal skills.
• Proactive attitude and ownership mentality.
• Ambition to develop towards a Product Owner career path. Employment Type: Permanent Contract; Full-Time, Hybrid working , office based Via Privata Eden Fumagalli, 20861 Brugherio MB Applicable Collective Bargaining Agreement: CCNL Terziario, Distribuzione e Servizi – Confcommercio Minimum Gross Annual

Salary:
€ 35.000 The Company may offer a compensation package that differs from the amount indicated above, based on objective criteria identified during the selection process, such as relevant experience, skills, qualifications, or changes in the scope and responsibilities of the role. Any such variation will not, under any circumstances, be based on previous salary history or on personal or discriminatory factors. All compensation-related decisions are made in accordance with the principles of equal pay, the applicable Collective Bargaining Agreement, EU Directive 2023/970 on pay transparency, and any relevant national implementing legislation.

📌 Product Analyst (Brugherio)
🏢 Haier Air Conditioning & Heating - Europe
📍 Brugherio