Sr. Data Analyst, Worldwide Support (Based in Mexico City, Mexico)

Senior Support Data Analyst

Hungry, Humble, Honest, with Heart.

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.

The ideal candidate combines strong analytical rigor with hands-on experience in operational data, experience partnering with Product Managers to improve the supportability of products, and a passion for clear, compelling data visualization.

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

Product Supportability Analytics

• Partner with product managers to turn support noise into product signals by clustering issues into meaningful categories, quantify impacts and identify patterns
• Perform root cause analysis to drive actionable product changes that will improve the customer experience
• Identify opportunities to embed support insights into the product lifecycle, improving self-service and driving case deflection
• Quantify the impact of product improvements

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

What You Will Bring

Required Qualifications

• 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. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.