Senior Data Analyst- World wide support

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.

The ideal candidate combines strong analytical rigor with hands-on experience in operational data, and a passion for clear, compelling data visualization.

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

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 global 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. Additional team-specific guidance and norms will be provided by your manager