Support Operations Analyst

Job Summary

A company is looking for a Support Operations Analyst to manage the architecture and intelligence layer of their Intercom environment.

Key Responsibilities

• Own the end-to-end architecture of the Intercom environment, including workflows and data models
• Design and maintain reporting frameworks that provide insights into support performance and operational metrics
• Continuously evaluate and optimize workflows to improve efficiency and reduce manual work

Required Qualifications

• 3-5 years of experience building and scaling a major helpdesk or customer support platform
• Hands-on experience with Intercom or equivalent platforms like Zendesk or Freshdesk
• Demonstrated ability to own platform architecture and make strategic decisions
• Experience in support operations within a growing tech company
• Familiarity with metrics that matter for support management and operational efficiency