Claude Operations Analyst (L1/L2 Support - SaaS Platform)

Job Summary

We are looking for a detail-oriented and customer-focused Claude Operations Analyst to support the day-to-day operations of the Claude Enterprise platform. This role acts as the first line of support ensuring seamless user experience through troubleshooting onboarding assistance and operational excellence.

The ideal candidate will have strong communication problem-solving and stakeholder management skills with experience in L1/L2 support within SaaS or enterprise platforms.

Key Responsibilities

Operations & Platform Support

• Provide L1/L2 support for the Claude platform including troubleshooting and issue resolution
• Monitor platform performance and identify operational inefficiencies
• Escalate complex issues to engineering teams when required

User Support & Onboarding

• Assist users with:
  • Platform onboarding
  • Usage guidance
  • Issue resolution
• Act as a frontline support partner for internal stakeholders and leadership

Collaboration & Communication

• Work closely with:
  • Engineering teams
  • Product teams
  • Support teams
• Communicate effectively with stakeholders and senior leadership
• Provide updates on issues resolutions and system status

Process Improvement & Documentation

• Create and maintain:
  • Knowledge base articles
  • SOPs and documentation
• Identify and implement process improvements
• Ensure adherence to operational best practices

Reporting & Analytics

• Track operational metrics and generate reports
• Analyze trends to improve platform performance and user experience
• Support data-driven decision making

Required Skills

Core Skills

• Experience in:
  • Operations Analyst / Support Analyst / Application Support roles
  • L1/L2 support in SaaS or enterprise platforms
• Strong troubleshooting and issue resolution skills
• Excellent communication and stakeholder management skills

Technical & Functional Skills

• Understanding of:
  • SaaS platforms / cloud applications
  • Incident management and support workflows
• Basic knowledge of:
  • Data analysis / reporting
  • AI tools / chatbot platforms (good to have)

Soft Skills

• Strong customer-first mindset
• Ability to work in fast-paced high-volume environments
• Attention to detail and process-oriented thinking
• Ability to handle senior stakeholders professionally

Preferred Skills

• Exposure to:
  • AI / GenAI platforms (Claude ChatGPT etc.)
  • Data tools (Excel dashboards reporting tools)
• Experience in process optimization or operational excellence roles

Experience Required

• 6-10 years of experience in operations/support roles
• Experience in SaaS / tech environments preferred