**Hungry, Humble, Honest, with Heart.
****- The Opportunity**We are seeking an analytical and business-minded Senior Support Data Analyst to join our Global Support Organization.This role focuses on transforming complex support data into actionable insights that improve customer experience, operational efficiency, and strategic decision-making.
**- About the Team**The Support Analytics and Operations team manages the analytics, reporting, and product oversight that keep the Nutanix Support organization running.As a multi-disciplinary team of analysts, we pride ourselves on being trusted advisors who provide the clarity leadership needs to make informed decisions.
**- Your Role****Product Supportability Analytics**- Partner with product managers to turn support noise into product signals by clustering issues into meaningful categories, quantify impacts and identify patterns- Perform root cause analysis to drive actionable product changes that will improve the customer experience- Identify opportunities to embed support insights into the product lifecycle, improving self-service and driving case deflection- Quantify the impact of product improvements**Technical Support & Operations Analytics**- Analyze technical support data to identify trends in case volume, backlog, resolution time, escalations, and customer experience- Segment and diagnose performance by factors such as issue type, priority, product, region, support tier, and ownership- Define, maintain, and evolve operational KPIs and performance metrics- Identify risks and opportunities related to workload, service levels, and customer outcomes**Data Visualization & Analytical Storytelling**- Design and maintain interactive dashboards and reports using enterprise visualization tools- Create visualizations that emphasize trends, drivers,



and leading indicators rather than static metrics- Translate complex analyses into clear, executive-ready narratives- Tailor insights and visualizations for different audiences, from operational leaders to executives**Data Querying & Analytics Enablement**- Extract, transform, and analyze support data using SQL and analytics platforms- Partner with data science teams to support data models, transformations, and integrations- Understand data refresh cycles, latency, and lineage to ensure reliable and trusted reporting**Business Partnership & Influence**- Partner with Support leadership to understand business questions and priorities- Proactively identify opportunities to improve operational performance through data- Present insights and recommendations to stakeholders across levels and functions- Act as a trusted analytical advisor to leadership**Governance, Quality, & Continuous Improvement**- Establish and document metric definitions and reporting standards- Ensure consistency and accuracy across dashboards and reports- Improve analytical frameworks as business needs and Support operations evolve- Promote best practices in analytics, data visualization, and governance**- What You Will Bring****Required Qualifications**- Bachelor's degree in Economics/Business, Statistics, Mathematics, Data Science, Analytics, or a related field- 3+ years of experience in a data analytics role,



ideally supporting a Support or Operations organization- Full professional fluency in English- Hands-on experience with data visualization tools (e.g., Tableau, Power BI, Looker, or similar)- Proficiency in SQL for data extraction and analysis- Experience with Python or R for advanced modeling- Ability to work with large, complex datasets and draw meaningful conclusions- Strong communication skills with the ability to explain analytical findings to non-technical audiences- Ability to work effectively across general teams, with strong initiative to independently identify data owners, track down information, and build cross-functional relationships**Preferred Qualifications**- Experience working with product managers related to improving product supportability highly preferred- Experience analyzing support or customer service data (e.g., case management systems, CRM platforms)- Familiarity with support KPIs such as productivity, SLA attainment, backlog aging, TTR, NPS and CSAT- Exposure to data modeling, data warehousing concepts, or ETL processes- Experience influencing stakeholders and driving change through insights**- Work Arrangement**Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration.In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources.Workplace type may vary based on location and team requirements.Please speak with your recruiter for details.Addition

📌 Sr. Data Analyst, Worldwide Support (Xico)
🏢 Nutanix
📍 Xico