Senior Support Operations Analyst ( Power BI / Microsoft Fabric)

Requirements

• - 5-7 years of experience in Support Operations, Business Analytics, or similar roles in a B2B environment
• - Strong experience with BI tools within the Microsoft Fabric ecosystem (Power BI, etc.)
• - Experience working with Salesforce Service Cloud data models
• - Demonstrated ability to work with ambiguous or incomplete datasets
• - Experience partnering with Product, Engineering, or Customer Success teams
• - Familiarity with Gainsight or similar CS platforms preferred
• - Exposure to AI-enabled support tools (e.g., Forethought, Agentforce) is a strong plus
• - Strong analytical and storytelling skills-ability to turn data into decisions
• What Success Looks Like
• - Clear, trusted visibility into support trends and performance
• - Support data is actively used to inform product and customer decisions
• - Improved alignment between Support, Product, and Customer Success
• - Meaningful metrics that reflect real customer experience, not just operational proxies
• - High confidence in data quality and reporting consistency
• - Clear Metrics for measuring AI effectiveness, and drive for improving those outcomes.

Additional Information

We are seeking a Senior Support Operations Analyst to help translate complex support activity into clear, actionable insight. This role sits at the center of a highly technical, engineer-led support organization and is responsible for making support work visible, understandable, and useful to decision makers across Support, Product, and Customer Success. Unlike traditional support analytics roles focused on volume and efficiency, this role emphasizes signal over noise-identifying patterns in nuanced issues, shaping meaningful metrics, and ensuring support data reflects real product and customer challenges. The ideal candidate is comfortable working with incomplete or imperfect data, enjoys bringing structure to ambiguity, and can connect operational data to broader business impact. This role reports to the Manager of Support Operations and will partner closely with Support leadership, Product, Engineering, and Customer Success.

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