Technical Support Operations Analyst

Summary

Join Wati, a rapidly growing CPaaS company, as a Technical Support Operations Analyst. This crucial role focuses on optimizing tools, systems, and insights to enhance our global customer support. You will drive operational excellence, implement AI-driven automation, and deliver exceptional customer experiences through data analysis and collaboration. The position requires working across various teams to improve processes, identify inefficiencies, and innovate using AI-powered solutions. Flexibility is key, as this role involves working across global time zones. If you are outcome-driven and thrive in a fast-paced environment, this is the perfect opportunity for you.

Requirements

• 3–5 years of experience in Support Operations, Technical Support, Business Operations, or a similar role in a B2B SaaS environment
• Strong analytical and problem-solving skills with the ability to translate data into meaningful insights
• Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases
• Proficiency with data analysis tools such as Excel, SQL, Looker, BigQuery, or equivalent
• Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk)
• Excellent communication and interpersonal skills for effective cross-functional collaboration
• Deep understanding of SaaS support metrics, KPIs, and industry best practices
• Strong project management skills and the ability to drive process improvements and cross-team initiatives
• Proactive, organized, and self-driven —able to manage multiple priorities in a fast-paced, high-growth environment

Responsibilities

• Implement Tools & Technologies: Support the rollout and configuration of new customer support tools, technologies, and initiatives to improve efficiency and service quality
• Drive Automation & Innovation: Identify and implement opportunities for automation, self-service, and AI-powered solutions to reduce manual effort and enhance the customer experience
• Partner with Support Teams: Work closely with L1 and L2 support teams to gather feedback, understand operational pain points, and propose process and tooling improvements
• Data Collection & Analysis: Analyze customer support data across channels (Slack, email, chat, etc.) including ticket volumes, response times, resolution rates, and customer feedback to derive insights
• Root Cause Analysis: Investigate recurring issues to uncover root causes and recommend long-term process or tooling improvements to reduce customer friction
• Reporting & Visualization: Create reports, dashboards, and visualizations to monitor support trends, bottlenecks, performance metrics, and team productivity
• Standardize Processes: Develop and maintain SOPs and best practices to enable consistent, scalable support operations across regions and use cases
• Cross-functional Collaboration: Liaise with Product, Customer Success, Sales, and Engineering teams to ensure support operations are aligned with broader business goals
• Monitor KPIs: Track and report on key performance indicators related to customer satisfaction, support quality, and operational efficiency
• Enable Support Teams: Train and support the support teams on tools, data analysis, new processes, and system best practices
• Own Support Architecture: Manage and maintain documentation of the support tool stack, data flows, integrations, and architecture