Data and Support Senior Analyst

Data & Support Analyst

The role

There are two sides to this job.

The first is data. You'll be the person who can go into MySQL, Kibana and Athena, pull out what's actually happening, and tell us what it means. Questions will come at you directly from the CEO that need someone to go digging, and you'll also be expected to find things nobody thought to ask about.

The second is support quality. You'll work with our NOC team on the support queries that come in, and you'll own how well and how quickly we answer them. Our measures are first time fix rate and a satisfied customer base.

What you'll be doing

Data and analysis

• Query MySQL tables, search Kibana logs and write Athena SQL.
• Build and maintain dashboards in QuickSight and Power BI.
• Take ad hoc questions from the CEO and go into the data to answer them.
• Bring us things we didn't ask for, where the data shows something worth knowing.
• Work out how we make our data available to the wider team through AI agents.

Support quality

• Work alongside the NOC team on incoming support queries.
• Own the first time fix rate and keep improving it.
• Troubleshoot and fix issues hands on yourself. You'll be the person training the team, so you need to have done the work rather than just managed it.
• Review the answers our AI chat agent is giving customers, and look for ways to keep improving them.
• Educate the NOC team so the quality of answers holds, and work with them directly if it drops.
• Spot the queries that keep coming back and deal with the underlying cause rather than answering the same question again.

Commentary on the numbers

We're not looking for someone who can generate a graph. We're looking for someone who

generates the graph and then puts commentary around it: what it's telling us, what's driving it, and

what we should change. Performance, profit, churn, support quality when a number moves, we

want to know why, and what our options are.

Nice to have

• Experience in a NOC, technical support or operations environment.
• Experience defining and reporting on support metrics.
• Athena, or other AWS data tooling.