Support Operations Analyst

Tutor Intelligence•Watertown, MA

41d•$75,000 - $120,000

About The Position

We're hiring a Support Operations Analyst to strengthen our operational backbone by improving the systems, data, and processes that power our robot operations and customer support teams. You'll work closely with the Support Manager and Engineering to ensure we have accurate metrics, efficient playbooks, and smooth incident-handling workflows across all shifts and sites. This is a data-driven, high-impact role for someone who thrives on operational clarity. You'll build dashboards, monitor key performance indicators, investigate recurring issues, and help design better processes for our remote and on-site operator teams. Your work will directly shape how we deliver reliable, 24/7 robot operations and world-class service to our customers.

Requirements

2+ years experience in support operations, data operations, trust & safety, or similar high-volume operational environments
Proficiency with SQL and Excel/Google Sheets for querying and analyzing operational data
Experience building dashboards and visualizations in tools such as Looker, Tableau, or Metabase
Strong understanding of process design, documentation, and continuous improvement principles
Comfortable collaborating across teams, especially with Engineering and frontline operations staff
Excellent written and verbal communication skills, with attention to clarity and precision
Highly organized, self-directed, and motivated to improve systems without being asked

Nice To Haves

Experience in 24/7 operations, incident response, or alert-driven workflows
Familiarity with automation tools (e.g. Zapier, Airflow, internal scripting)
Background in robotics, logistics, or manufacturing environments

Responsibilities

Build and maintain dashboards and reports to track uptime, incident rates, labeling throughput, and team performance
Analyze operational data to identify patterns, bottlenecks, and improvement opportunities
Collaborate with Engineering to triage and document recurring system issues, coordinate fixes, and validate resolutions
Maintain and improve playbooks, process documentation, and alerting workflows for operators and leads
Support ongoing experiments and process changes by defining metrics, tracking outcomes, and reporting results
Provide operational insights to leadership for forecasting, staffing, and prioritization decisions
Partner with the Service & Support Operations Manager to ensure consistent coverage, process adherence, and data integrity across teams and time zones

Benefits

Tutor offers competitive benefits including fully employer-covered health and dental insurance, a managed 401(k), and regular in-office meals.
We host social events and maintain a collaborative, low-ego work culture where people are trusted to take ownership and solve real problems.
Tutor is an equal opportunity employer and welcomes applicants from all backgrounds.

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