Senior Technical Support Operations Analyst

With 1000 intelligence professionals serving over 1900 clients worldwide Recorded Future is the worlds most advanced and largest intelligence company!

The Senior Technical Support Operations Analyst supports the infrastructure and processes that power the customer support function. This role is responsible for improving support workflows analyzing performance metrics managing tools and systems and ensuring cross-functional alignment to drive efficiency and customer satisfaction.

What Youll Do:

Support Operations & Tools Management

• Administer and optimize support systems (e.g. Zendesk).
• Manage workflows SLAs routing rules macros and automations in support tools including those that incorporate AI.
• Support of new hire onboarding and enablement plans including configuration needs for support tiers.

Reporting & Analytics

• Monitor KPIs such as ticket volume resolution time CSAT and backlog.
• Build and maintain dashboards and reports to inform decision-making (e.g. Zendesk Explore Domo).
• Assist Support Leadership with monthly metrics distribution to cross functional leadership teams.
• Conduct root cause analysis on support trends to identify areas for improvement including for negative CSAT ratings.

Process Improvement

• Identify and eliminate bottlenecks in support processes.
• Document SOPs and knowledge base articles for internal operations.
• Collaborate with Support Leadership to implement new support models or policy changes.

Cross-functional Coordination

• Liaise with Product Engineering and Customer Success to escalate issues or share feedback.
• Collaborate with Documentation and Training teams to create client facing enablement material (articles eLearnings) that help with platform usability and work to prevent support tickets.
• Work with Product Analytics to build consistent support reporting across systems (i.e. Zendesk / Domo).
• Ensure seamless communication of product updates and outages to support teams assisting with Client communication processes and leveraging related tooling (i.e StatusPage). Collaboration with Platform Ops required.
• Help align support activities with product launches or feature changes.
• Review Support handoff documentation from Product to digest and tailor to enablement for support staff (i.e. documentation live training etc.)

Quality & Compliance

• Conduct regular audits of ticket tagging escalations and SLA adherence.
• Support initiatives around support readiness compliance and customer feedback loops.
• Provide reduction in ticket resolution time and backlog.
• Provide solutions for in ticket deflection / self service rate metrics empowering clients to solve more of their own issues independently
• Drive reduction in onboarding time for new hires with support function readiness timeline improvements
• Improve support team efficiency (case handling rate first-response time

What Youll Bring:

• 5 years experience in support operations business operations or technical support.
• Experience with customer support platforms (e.g. Zendesk JIRA Freshdesk Salesforce Service Cloud).
• Strong analytical skills; proficiency in Excel SQL or BI tools (e.g. Tableau Looker Domo).
• Excellent communication and project management skills.
• Familiarity with ITIL or customer support best practices is a plus.
  

The base salary range for this full-time position is $108000-$162000. Our salary ranges are determined by role level and location. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range individual pay is determined by state work location and additional factors including job-related skills experience and relevant education or training. This position may be eligible for incentive compensation equity and medical dental vision life insurance and 401K. Your recruiter can share more about the specific details of the compensation and benefit package during the hiring process.

Why should you join Recorded Future
Recorded Future employees (or Futurists) represent over 40 nationalities and embody our core values of having high standards practicing inclusion and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.6-star user rating on G2 and more than 50% of Fortune 100 companies as customers.

Want more info
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We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences backgrounds and lifestyles. By ensuring all feel included and respected for being unique and bringing their whole selves to work Recorded Future is made a better place every day.

If you need any accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to our recruiting team at

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race religion color national origin gender including pregnancy sexual orientation gender identity age marital status veteran status disability or any other characteristic protected by law.

Recorded Future will not discharge discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about discussed or disclosed the compensation of the employee or applicant or another employee or applicant.

Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts and in alignment with our hiring practices across all jurisdictions.

Notice to Agency and Search Firm Representatives:
Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future including those sent to our employees or through our website will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes.

Agencies must have a valid written agreement in place with Recorded Futures recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.

Note: Our interview process for all final-round candidates requires a mandatoryin-person interviewor a live scheduledvideo conference with the hiring manager. We do not conduct interviews via instant messaging or text. All communications during the application process will come from individuals within our HR department via their Recorded Future email address.