Data & Support Analyst

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 workplace.
- Experience defining and reporting on support metrics.
- Athena, or other AWS data tooling.

📌 Technology Operations Senior Analyst (Hyderabad)
🏢 Inspire Brands Hyderabad Support Center
📍 Hyderabad