Technical Support Specialist in travel tech leading resolutions for partner incidents and conducting complex technical analysis for global customers. Collaborating with internal and external teams to enhance the customer experience.
About the role
- Operations Analyst managing reporting and insights across Technical Support at SugarCRM. Collaborating on operational improvements and data-driven decisions with the team.
Responsibilities
- Design, build, and maintain reporting dashboards and data visualizations that provide clear visibility into support operations, case patterns, agent productivity, backlog health, and customer sentiment.
- Surface trends and anomalies in case volume, escalation rates, SLA compliance, and agent performance to identify operational gaps and improvement opportunities.
- Analyze workforce distribution and utilization to support staffing decisions, regional load balancing, and shift planning.
- Provide insights into customer-raised case patterns, including product-related issues, recurring themes, and root causes, to guide proactive support and cross-functional alignment.
- Collaborate with Support Operations and leadership to translate operations needs into actionable metrics and reporting frameworks.
- Own and drive ad-hoc improvement programs, from automation and taxonomy projects to escalation process changes, ensuring insights turn into measurable outcomes.
- Ensure data accuracy, consistency, and integrity across systems, driving confidence in operational metrics used for decision-making.
- Enable a data-driven culture by providing self-serve reporting guidance and fostering data literacy within the Technical Support organization.
- Act as a flexible, utility player across Support Ops—able to take on diverse initiatives that enhance operational performance, even if they sit outside traditional reporting responsibilities.
Requirements
- 3–5 years of experience in operations analysis, data analytics, or support operations analytics, preferably in a SaaS or technical support environment.
- Experience supporting Technical Support or Customer Experience teams with reporting on SLAs, CSAT, case volume, and agent productivity.
- Proven ability to translate complex data sets into actionable insights and recommendations.
- Proficiency in SQL and experience with BI tools (e.g., Looker, Tableau, Power BI) for building dashboards and automated reports. Familiarity with scripting or automation tools (e.g., Python, dbt, or similar) to support scalable data workflows.
- Strong analytical skills with experience identifying performance gaps, workflow inefficiencies, and trends across large support datasets.
- Familiarity with CRM and support platforms such as Zendesk, Salesforce, or SugarCRM.
- Excellent communication skills with the ability to present data to technical and non-technical stakeholders.
- A bias toward action—comfortable stepping outside of a pure analyst role to contribute directly to operational improvements.
Benefits
- Excellent healthcare package for you and your family
- Savings and Investment – 401(k) match
- Unlimited Paid Time Off
- Paid Parental Leave
- Online Legal Services (Rocket Lawyer)
- Financial Planning Services (Origin)
- Discounted Pet Insurance (Embrace Pet Insurance)
- Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
- Health and Wellness Reimbursement Program
- Travel Discounts
- Educational Resources - Career & Personal Development Program
- Employee Referral Bonus Program
- We are a merit-based company - many opportunities to learn, excel and grow your career!
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Cloud Support Analyst providing high complexity technical assistance and ensuring service stability for Solo Network clients in their cloud environments.
Provide first - level technical support for desktops and peripherals at Computacenter. Maintain customer satisfaction and coordinate technical work activities in a dynamic environment.
Change Analyst responsible for executing change management tasks and engaging with change requestors in IT infrastructure projects for a global team.
Delivering technical support for clients using Onit’s AI - driven legal operations platform. Collaborating with users, resolving issues, and ensuring seamless product functionality.
Manager leading technical support team at Cloudflare. Ensuring operational excellence, team development, and customer satisfaction in a hybrid work environment.
Provide first level IT support for Atlantic Health System staff and customers. Document incidents, resolve requests, and collaborate with team members for effective support.
IT Support Technician providing high - level onsite support at client’s offices in Madrid. Focused on delivering solution - oriented professional service in demanding corporate environments.
Customer Support Engineer managing customer technical requests in renewable energy sector. Provide support via calls and emails, project modifications, and data - driven solutions.
Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.