🛠 Tech Stack

💼 About This Role

You'll build dashboards and metrics in the Microsoft Fabric ecosystem to translate support activity into actionable insights for Product, Engineering, and Customer Success teams. This role emphasizes signal over noise, identifying patterns in nuanced issues to shape meaningful metrics.

🎯 What You'll Do

• Define and operationalize support metrics reflecting operational health and customer impact
• Build and maintain dashboards across the Microsoft Fabric ecosystem
• Evaluate AI-enabled support capabilities for accuracy and usefulness
• Analyze support data to identify systemic product issues and emerging risks

📋 Requirements

• 5–7 years experience in Support Operations or Business Analytics in B2B
• Strong experience with Power BI or other Microsoft Fabric BI tools
• Experience with Salesforce Service Cloud data models
• Demonstrated ability to work with ambiguous or incomplete datasets

✨ Nice to Have

• Familiarity with Gainsight or similar CS platforms
• Exposure to AI-enabled support tools like Forethought or Agentforce

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical assessment· 60 min
4. 4Panel interview· 60 min