Senior Technical Support Data Analyst

TL;DR

Senior Technical Support Data Analyst: Transform and analyze technical support data to generate actionable insights for improving support performance, customer experience, and operational efficiency. Focus on support-specific KPIs, dashboard/report building, and cross-functional collaboration to drive strategic decision-making.

Location: Hybrid role based in Minneapolis, MN or Eau Claire, WI with office presence required 3 days per week

Salary: $77,400 - $165,100 USD

Company

hirify.global extends the Apple experience to the workplace by automating deployment, management, and security of Apple devices for customers worldwide.

What you will do

• Analyze key technical support metrics including ticket volume, response times, customer satisfaction, automation, and financial efficiency
• Develop recurring and ad-hoc reports and dashboards for leadership and stakeholders
• Ensure data accuracy, clarity, and consistency in reporting
• Present insights to drive action and strategic decisions
• Collaborate cross-functionally with Product, Finance, Engineering, and Support teams to align data and insights
• Support staffing plans, process improvements, and automation strategies

Requirements

• Must be based in Minneapolis, MN or Eau Claire, WI with hybrid work onsite 3 days per week
• Minimum 5 years experience as a Data Analyst supporting Technical or Customer Support
• Strong knowledge of Intercom including reporting and automation features
• Experience with BI tools such as Tableau, Power BI, Looker, or similar
• Strong analytical skills with attention to data accuracy
• Bachelor's degree in data analytics, business, computer science, statistics, or related field

Culture & Benefits

• Recognized as a top workplace by U.S. News, Newsweek, Forbes, and PEOPLE
• Clear career path with opportunities for horizontal growth
• Supportive, inclusive culture valuing humility and continuous improvement
• Work-life balance prioritized with flexible and hybrid work environment
• Impactful role supporting over 75,000 global customers