Sr. Data Analyst, Worldwide Support

Nutanix•Durham, NC

3d•$106,400 - $212,400•Hybrid

About The Position

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, experience partnering with Product Managers to improve the supportability of products, and a passion for clear, compelling data visualization.

Requirements

Bachelor’s degree in Computer Science, 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
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

Nice To Haves

Experience working with Engineering, Product, QA, Support, or Customer Success teams to improve product supportability
Experience with product telemetry, product usage data, or system health data
Experience analyzing case trends, defect trends, upgrade success/failure, product adoption, release quality, or customer-impact metrics
Understanding of enterprise software, infrastructure, cloud, SaaS, or platform products
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

Responsibilities

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
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
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
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
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
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