Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
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!
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