Senior Technical Support Data Analyst

Jamf•Minneapolis, MN

3h•Hybrid

About The Position

At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple. The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf. What you'll do at Jamf: We are seeking a confident and experienced Senior Data Analyst to support our Technical Support organization by transforming support data into actionable insights. This role is critical to understanding support performance, customer experience, operational efficiency, and business impact. The ideal candidate has hands-on experience working with support-specific data, is deeply familiar with Intercom (tickets, inboxes, phone, automation, and reporting), and can partner effectively with Support, Product, Finance, and other teams to align metrics and insights across the business. You will play a key role in analyzing support metrics, building and maintaining reports and dashboards, identifying trends, ensuring data accuracy, and supporting strategic decision-making at both operational and leadership levels. This role is offered as hybrid, with the expectation to be in the office 3 days per week. We are only able to accept applications for those based in Minneapolis, MN or Eau Claire, WI.

Requirements

Minimum of 5 years of proven experience as a Data Analyst or similar databased role, specifically supporting Technical Support or Customer Support organizations (required)
Strong working knowledge of Intercom, including reporting, inbox analytics, phone metrics, and automation/AI features (required)
Deep understanding of support KPIs and operational metrics (required)
Strong analytical and problem-solving skills with the ability to translate data into actionable insights (required)
High attention to detail and a strong commitment to data accuracy (required)
Comfortable managing ambiguity and evolving business needs (required)
Bachelor's degree in data analytics, business, computer science, statistics, or a related field (required)
Equivalent combination of education and 3-5 years of hands-on experience in support analytics or operations
Participation in ongoing security training is mandatory
Established security protocols will be adhered to, sensitive data will be handled responsibly, and data protection practices are followed, including understanding relevant privacy regulations and reporting breaches
Acknowledging the Jamf Code of Conduct, where applicable security and privacy policies can be found, is a requirement of all roles at Jamf

Nice To Haves

Experience building dashboards and reports using BI or analytics tools (e.g., DOMO, Looker, Tableau, Power BI, Mode, or similar) (preferred)
Confidence working with stakeholders at all levels, including support leadership (preferred)
Ability to work cross-functionally to align data definitions and business outcomes (preferred)
Relevant analytics or data certifications are a plus but not required

Responsibilities

Analyze Technical Support Metrics across key performance areas, Including: ticket volume and demand by channel, response and resolution speed (FRT, SLAs, AHT), customer experience and quality (CSAT, NPS, QA), self-service and deflection (AI and automation), product and defect trends, financial efficiency (cost per ticket, automation rate), customer retention signals, and people and capacity planning (staffing, eNPS)
Develop recurring and ad-hoc reports for support leadership and stakeholders
Ensure clarity, accuracy, and consistency in reporting
Present insights in a way that drives action and decision-making
Proactively surface risks, opportunities, and emerging patterns
Translate complex datasets into clear narratives and recommendations
Own data hygiene for support metrics and definitions
Partner with Operations, Systems, and Analytics teams to resolve data discrepancies
Provide analytical support for staffing plans, process improvements, tooling investments, and automation strategies
Collaborate cross-functionally with Product, Engineering, Finance, Customer Success, and Data teams to align data definitions and insights
Ability to travel as needed (estimated 1-2 per year)
Other duties as assigned by TS Ops Director or TS Vice President

Benefits

Named a 2025 Best Companies to Work For by U.S. News
Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
Named a 2024 Best Technology Company to Work For by U.S. News
Named one of Forbes Most Trusted Companies in 2024
Named a 2024 Best Companies to Work For by U.S. News
Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 75,000 global customer base.
Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!