Senior Data Analyst- World wide support

Nutanix; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Nutanix is seeking a Senior Support Data Analyst to transform complex support data into actionable insights that improve customer experience and operational efficiency. The role emphasizes analytics, dashboards, and cross‑functional collaboration across global teams in a hybrid work model.

You will define KPIs, build visualizations, and translate analyses into executive‑ready narratives, partnering with leadership to inform strategic decisions and drive continuous improvement.

Qualifications

• Bachelor’s degree in Economics/Business, Statistics, Mathematics, Data Science, Analytics, or a related field.
• 3+ years of experience in data analytics, ideally supporting a Support or Operations organization.
• Full professional fluency in English.
• Hands-on experience with data visualization tools (Tableau, Power BI, Looker) are required.
• Proficiency in SQL for data extraction and analysis and experience with Python or R for modeling.
• Ability to work with large, complex datasets and communicate findings clearly.

Responsibilities

• Analyze support data to identify trends in case volume, backlog, resolution time, escalations, and customer experience.
• Segment performance by issue type, priority, product, region, support tier, and ownership.
• Define, maintain, and evolve operational KPIs and reporting standards.
• Develop interactive dashboards and narratives for operational leaders and executives.
• Collaborate with data science teams on data models, transformations, and integrations.

Skills

Data analytics

English fluency

Cross‑functional collaboration

Communication

Problem solving

Storytelling

Experience with dashboards

Education

Bachelor’s degree in Economics/Business/Statistics/Data Science/Analytics or related field

Tools

SQL

Tableau

Power BI

Looker

Python

R

Job description

The Opportunity

We are seeking an analytical and business-minded Senior Support Data Analyst to join our Global Support Organization. This role focuses on transforming complex support data into actionable insights that improve customer experience, operational efficiency, and strategic decision-making.

Hungry, Humble, Honest, with Heart.

About The Team

The Support Analytics and Operations team manages the analytics, reporting, and product oversight that keep the Nutanix Support organization running. As a multi-disciplinary team of analysts, we pride ourselves on being trusted advisors who provide the clarity leadership needs to make informed decisions.

Your Role

Technical Support & Operations Analytics

• Analyze technical support data to identify trends in case volume, backlog, resolution time, escalations, and customer experience
• Segment and diagnose performance by factors such as issue type, priority, product, region, support tier, and ownership
• Define, maintain, and evolve operational KPIs and performance metrics
• Identify risks and opportunities related to workload, service levels, and customer outcomes

Data Visualization & Analytical Storytelling

• Design and maintain interactive dashboards and reports using enterprise visualization tools
• Create visualizations that emphasize trends, drivers, and leading indicators rather than static metrics
• Translate complex analyses into clear, executive-ready narratives
• Tailor insights and visualizations for different audiences, from operational leaders to executives

Data Querying & Analytics Enablement

• Extract, transform, and analyze support data using SQL and analytics platforms
• Partner with data science teams to support data models, transformations, and integrations
• Understand data refresh cycles, latency, and lineage to ensure reliable and trusted reporting

Business Partnership & Influence

• Partner with Support leadership to understand business questions and priorities
• Proactively identify opportunities to improve operational performance through data
• Present insights and recommendations to stakeholders across levels and functions
• Act as a trusted analytical advisor to leadership

Governance, Quality, & Continuous Improvement

• Establish and document metric definitions and reporting standards
• Ensure consistency and accuracy across dashboards and reports
• Improve analytical frameworks as business needs and Support operations evolve
• Promote best practices in analytics, data visualization, and governance

Required Qualifications

What You Will Bring

• Bachelor’s degree in Economics/Business, Statistics, Mathematics, Data Science, Analytics, or a related field
• 3+ years of experience in a data analytics role, ideally supporting a Support or Operations organization
• Full professional fluency in English
• Hands-on experience with data visualization tools (e.g., Tableau, Power BI, Looker, or similar)
• Proficiency in SQL for data extraction and analysis
• Experience with Python or R for advanced modeling
• Ability to work with large, complex datasets and draw meaningful conclusions
• Strong communication skills with the ability to explain analytical findings to non-technical audiences
• Ability to work effectively across global teams, with strong initiative to independently identify data owners, track down information, and build cross‑functional relationships

Preferred Qualifications

• Experience working with product managers related to improving product supportability highly preferred
• Experience analyzing support or customer service data (e.g., case management systems, CRM platforms)
• Familiarity with support KPIs such as productivity, SLA attainment, backlog aging, TTR, NPS and CSAT
• Exposure to data modeling, data warehousing concepts, or ETL processes
• Experience influencing stakeholders and driving change through insights

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in‑person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in‑office resources. Workplace type may vary based on location and team requirements. Additional team‑specific guidance and norms will be provided by your manager.