Support Operations Analyst, SugarCRM

• If you're looking to level up your career and help businesses grow better and faster, you’re in the right place
• The ideal candidate is comfortable working across datasets, tools, and stakeholders—translating complex data into meaningful narratives that guide planning, optimization, and execution
• 3–5 years of experience in operations analysis, data analytics, or support operations analytics, preferably in a SaaS or technical support environment
• Proven ability to translate complex data sets into actionable insights and operational recommendations
• Proficiency in SQL and experience with BI tools (e.g., Looker, Tableau, Power BI) for building dashboards and automated reports
• 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

Desirable

• We are looking for a data-driven and detail-oriented Operations Analyst – Reports & Insights to drive visibility and actionable insights across our Technical Support organization
• This role is responsible for building reporting infrastructure, surfacing operational trends, and enabling data-informed decisions that elevate support performance and customer experience
• You’ll partner closely with Support Operations and Technical Support Leadership to deliver accurate, timely, and impactful reporting
• 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 toidentify 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
• Deliver regular insights to support performance reviews, strategic planning, and optimization initiatives
• 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