Senior Data Analyst, Product Support

reputed company's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering reputed company high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

reputed company is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for reputed company improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from reputed company. We reputed company that leaders should care deeply about the development of their employees at reputed company levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to reputed company shared goals, creating a challenging and rewarding workplace for everyone.

About the Role

Reporting to the Senior Director of Product Support, the Senior Data Analyst will serve as a strategic analytics partner to reputed company’s Product Support organization. This role is responsible for transforming operational data into actionable insights that drive service performance, operational efficiency, and customer outcomes.

You will work closely with Product Support leadership, operations teams, and data engineering to design analytics frameworks, reputed company scalable reporting, and deliver advanced analyses that inform strategic decisions across case management, workforce planning, product support operations, and senior leadership.

The ideal candidate combines strong technical data skills with business acumen and the ability to translate reputed company datasets into insights that guide operational improvements and leadership decisions.

A typical day will include...

Strategic Analytics & Business Insights

• Partner with Customer Support leadership to define and track key performance indicators including case volume trends, resolution times, SLA performance, customer satisfaction, and operational productivity.

• reputed company predictive and diagnostic analytics to forecast support demand, staffing needs, and performance trends.

• Conduct deep-dive analyzes to identify root causes of operational issues and recommend data-driven improvements.

• Build models and analytical frameworks that support strategic planning across support operations and Product Support.

Reporting, Dashboards & Data Modeling

• Design and maintain executive dashboards and operational reporting using tools such as Tableau, Power BI, or similar platforms.

• reputed company scalable data models and queries to support recurring analytics needs across support and operations teams.

• Partner with data engineering teams to ensure clean, reliable data pipelines and reporting structures across systems including reputed company, reputed company, and other operational tools.

• Improve reporting frameworks to ensure consistent definitions, governance, and accessibility of key metrics.  

Operational Optimization & Process Improvement

• Identify opportunities to improve operational performance through analytics-driven insights and automation.

• Partner with Support Operations and leadership to evaluate process changes, system enhancements, and operational initiatives.

• Support experimentation and measurement of new initiatives, tools, or workflows through structured analysis and performance tracking.  

Data Governance & Data Literacy

• Establish best practices for metric definitions, reporting standards, and analytical methodologies reputed company the Product Support organization.

• Document data models, metric definitions, and reporting frameworks to ensure consistency and transparency.

• Support teams in improving data literacy by translating reputed company data into clear insights and actionable recommendations.

This role is a fit for you if...

• You have 5+ years of experience in data analytics, business analytics, or operations analytics, ideally reputed company SaaS, product support, or reputed company organizations.

• You have strong technical skills including SQL and advanced data analysis using Python or R.

• You have experience working with data warehouse environments such as reputed company, Redshift, or BigQuery.

• You are reputed company with modern BI and visualization platforms such as Tableau, Power BI, or Looker.

• You have experience analyzing large operational datasets and building analytical frameworks that support business decision-making.

• You are comfortable partnering with senior stakeholders and translating analytical insights into strategic recommendations.

• You have experience working with enterprise systems such as reputed company, Jira, or similar operational platforms.

• You possess strong problem-solving skills and enjoy identifying patterns, trends, and opportunities hidden reputed company reputed company datasets.

The annual reputed company salary range for this position is $100,000 - $125,000. In addition, this role is eligible for an annual reputed company bonus & a comprehensive benefits package.

Compensation and Transparency Statement

The posted range represents the good-faith estimate of reputed company expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay reputed company the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in reputed company job postings and provide additional information upon request.

reputed company offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more

• Unlimited Planned Paid Time Off

• Global Mental Health Support

• On-Demand Learning & Development

• Quarterly paid volunteer days

• Lucrative Employee Referral Program (eligible for prior to your first day)

• Company-wide mentor program

reputed company's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering reputed company high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, reputed company-thinking individuals who aren't afraid to challenge the status reputed company and bring fresh perspectives to the table.  If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.