Senior Technical Support Operations Analyst

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s 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 You'll 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 You’ll 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 $108,000-$162,000. 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.