Support Operations Analyst

Riverbed. Empower the Experience Riverbed, the leader in AI observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences. Position Riverbed is looking for a Support Operations Analyst, a role/function critical to ensuring we scale efficiently, deliver exceptional customer experiences, and meet our global performance goals. This role will collaborate with our Core IT Operations and give the support leadership team real time analytics; responsible for complete support team analysis, capacity planning, scheduling, and real-time SLA will own the strategic support analysis rhythms that keep our support business on track — including reports/dashboards, headcount alignment, and cross-functional transformation initiatives. What you will do Build and maintain dashboards and data infrastructure to drive insights and decision-making. Analyze: Global Support Business Operations, including Core Ops, Data & BI, and Workforce Management. Own: operating rhythms including KPI analysis/reviews. Ensure operational excellence through performance tracking, customer experience improvements, and efficiency initiatives. Work with IT and ensure Support Systems, Tools, Reports and Dashboards are current. Own and operate our call center tool/app. Lead strategic initiatives that enhance customer experience, improve productivity, reduce cost, and drive business transformation What makes you an ideal candidate 4+ years of experience in business operations, strategy, and analytics within post-Sales organizations — including Support, Customer Experience, or Success. 5+ years of experience in business operations, analytics. Experience with data and analytics to generate actionable insights and support strategic decision-making. Deep understanding of workforce planning, including forecasting and capacity modeling. Strong communication skills and drive cross-functional alignment. Familiarity with Support tech stacks such as CRM, ticketing, Salesforce and platforms. Hands-on experience with BI tools like PowerBI and Tableau. What we offer Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.  Benefits & Perks vary by Country.  About Riverbed With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together.