Customer Support Operations Strategist

Nscale

6d • Remote

About The Position

The Customer Support Operations Strategist will lead the development and management of Nscale’s operational analytics and reporting function, delivering the visibility, insights, and predictive intelligence required to scale a high-performance AI Infrastructure organization. This role partners closely with Support Leadership, Engineering, Datacenter Operations, and Customer Success teams to define and operationalize KPIs, dashboards, and reporting frameworks that measure service performance, infrastructure reliability, customer experience, and operational efficiency. The successful candidate will transform operational data from platforms such as Jira, ServiceNow, monitoring systems, and internal tooling into actionable insights that improve decision-making, optimize support investments, and strengthen customer outcomes. As Nscale’s AI Infrastructure organization scales, there is a growing need for a centralized operations analytics capability that can consistently deliver reporting and insights across three critical stakeholder groups: Operational metrics for internal support management, Executive reporting for Nscale leadership, and Customer-facing reporting on service and support performance. Today, many operational questions around capacity planning, SLA adherence, reliability trends, and support effectiveness are addressed reactively through fragmented or ad hoc analysis. This creates gaps in visibility, inconsistent decision-making, and limited ability to proactively manage infrastructure performance at scale. The Customer Support Operations Strategist will establish a structured, scalable reporting and analytics function that enables proactive operational management, faster identification of risks and inefficiencies, and data-driven decision-making across cost, performance, reliability, and customer experience. This is a highly impactful role at the intersection of AI infrastructure, operations strategy, analytics, and customer success.

Requirements

• Bachelor’s degree in Information Systems, Data Analytics, Computer Science, Engineering, or a related field.
• 3–7+ years of experience in operations analytics, reporting, business intelligence, or technical operations within a cloud, infrastructure, or enterprise technology environment.
• Experience supporting cloud infrastructure, AI platforms, technical support organizations, or IT operations teams.
• Strong hands-on experience with Jira reporting, dashboard development, and workflow analytics.
• Experience with BI and visualization platforms such as Power BI, Tableau, or Looker.
• Experience with SQL, Python, JQL, or other scripting/query languages preferred.
• Strong expertise in operational analytics, reporting, and data visualization.
• Advanced knowledge of Jira, including JQL, dashboarding, and reporting customization.
• Experience working with large operational datasets and integrating multiple data sources.
• Familiarity with ITIL practices, service operations metrics, and infrastructure support models.
• Understanding of cloud infrastructure operations, observability, and reliability metrics preferred.
• Ability to transform complex operational data into clear, actionable insights.
• Strong analytical thinking with exceptional attention to detail.
• Proven ability to identify operational trends, inefficiencies, and optimization opportunities.
• Experience supporting data-driven operational decision-making in fast-paced environments.
• Strong communication and presentation skills with the ability to engage both technical and executive audiences.
• Experience developing executive-level dashboards, reporting, and operational reviews.
• Ability to influence cross-functional stakeholders through data-driven storytelling and operational insights.
• Experience automating reporting workflows and improving analytics scalability.
• Continuous improvement mindset focused on operational efficiency and process optimization.
• Ability to build scalable reporting frameworks that evolve alongside organizational growth.

Responsibilities

• Design, build, and maintain operational dashboards and reporting frameworks for AI Cloud Support and Infrastructure Operations.
• Develop executive, operational, and customer-facing reporting that communicates: Service performance, SLA/SLO adherence, Reliability trends, Operational health, Customer experience metrics.
• Create scalable visualizations and dashboards using Jira, Power BI, Tableau, Looker, and internal analytics platforms.
• Standardize KPI definitions, reporting structures, and measurement methodologies across teams and customers.
• Define, track, and continuously evolve operational KPIs, including: SLA / SLO compliance, MTTR (Mean Time to Repair), Incident trends and severity analysis, Problem management effectiveness, Change success and failure rates, Capacity utilization and forecasting, Support efficiency and productivity metrics, Customer satisfaction and experience indicators.
• Ensuring data integrity, consistency, and governance across reporting systems.
• Establishing metric ownership, refresh cadences, and reporting standards.
• Partnering with leadership to mature operational measurement frameworks as the organization scales.
• Analyze operational and infrastructure data to identify trends, risks, inefficiencies, and opportunities for optimization.
• Deliver actionable recommendations that improve reliability, scalability, support efficiency, and customer outcomes.
• Conduct deep-dive analyses into recurring incidents, performance degradation, and operational bottlenecks.
• Support Problem Management and RCA initiatives with data-driven insights and trend analysis.
• Provide predictive guidance for support capacity planning and operational scaling.
• Leverage Jira reporting capabilities, including JQL, dashboards, filters, and automation workflows.
• Develop automated pipelines and workflows to extract, transform, and visualize data across multiple systems.
• Integrate operational data sources such as Jira, ServiceNow, monitoring platforms, observability tooling, and internal systems into unified reporting views.
• Continuously improve reporting automation and self-service analytics capabilities to increase scalability and reduce manual effort.
• Partner with Support, Engineering, Datacenter Operations, Product, and Customer Success teams to align on reporting requirements and operational priorities.
• Collaborate directly with customer-facing teams to tailor reporting outputs for strategic accounts and enterprise customers.
• Support leadership reviews, operational business reviews (OBRs), and executive presentations with clear, data-driven insights and dashboards.
• Establish operational reporting governance, including KPI definitions, ownership models, and reporting standards.
• Drive consistency and scalability across global reporting practices.
• Continuously refine dashboards, reporting frameworks, and operational analytics based on stakeholder feedback and evolving business needs.
• Champion a culture of data-driven operational excellence across the AI Infrastructure organization.

Benefits

• Highly competitive package (base + equity) with reviews every 12 months.
• Dynamic progression plan tailored to your ambitions.
• Flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.
• Remote-first team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level