Senior Support Operations Analyst – Power BI, Microsoft Fabric

Model N

Senior Support Operations Analyst managing support insights and analytics for a tech organization. Collaborating with teams to enhance support metrics and reporting.

Posted 5/8/2026full-timeHyderabad • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Define, refine, and operationalize a set of support metrics that reflect both operational health and customer impact (not just volume and SLA)
Build and maintain dashboards across the Microsoft Fabric ecosystem to provide visibility into:
Support demand and trends
Backlog health and case lifecycle
Escalations and recurring issue patterns
Evaluate the effectiveness of AI-enabled support capabilities, identifying where outputs are inaccurate, misleading, or fail to support complex support scenarios.
Analyze support data to identify systemic product issues, friction points, and emerging risks
Translate complex support activity into clear narratives and recommendations for Product and Engineering
Partner with Customer Success (Gainsight) to ensure support data contributes meaningfully to:
Health scores
CSAT analysis
Customer risk identification
Partner with Support Ops and System Admin to improve:
Case taxonomy
Categorization accuracy
Data completeness and usability
Identify gaps in data capture and propose pragmatic improvements
Act as a key partner to Support, Product, and CS teams in understanding support trends
Support regular business reviews (weekly/monthly) with clear, insight-driven reporting
Help establish feedback loops between support insights and product improvements
Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to:
Assess accuracy and usefulness
Identify opportunities to improve knowledge capture and insights
Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

support metricsdata analysiscase taxonomycategorization accuracydata completenessAI-enabled support capabilitiesBI toolsSalesforce Service CloudMicrosoft FabricGainsight

Soft Skills

analytical skillsstorytelling skillscommunicationcollaborationproblem-solvingadaptabilityinsight-driven reportingnarrative translationcustomer risk identificationfeedback loop establishment