Senior Support Operations Analyst ( Power BI / Microsoft Fabric)

Job Responsibilities

Metrics & Reporting




• 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:




o Support demand and trends




o Backlog health and case lifecycle




o 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.




Insights & Analysis




• 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:




o Health scores




o CSAT analysis




o Customer risk identification




 Data Quality & Structure




• Partner with Support Ops and System Admin to improve:




o Case taxonomy




o Categorization accuracy




o Data completeness and usability




• Identify gaps in data capture and propose pragmatic improvements




Cross-Functional Enablement




• 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




AI & Emerging Capabilities




• Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to:




o Assess accuracy and usefulness




o Identify opportunities to improve knowledge capture and insights




• Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy

Job Qualification

• 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


 What Success Looks Like


• Clear, trusted visibility into support trends and performance


• Support data is actively used to inform product and customer decisions


• Improved alignment between Support, Product, and Customer Success


 • Meaningful metrics that reflect real customer experience, not just operational proxies


• High confidence in data quality and reporting consistency


• Clear Metrics for measuring AI effectiveness, and drive for improving those outcomes.