The Data Analyst, Reports & Insights (Tech Support Operations) is responsible for driving visibility and actionable insights across SugarCRM’s Technical Support organization. You will build reporting infrastructure, analyze operational data, and deliver insights that elevate support performance and customer experience. This hybrid role requires working in-office three days per week at our Denver, CO location.
- Company: Sugarcrm
- Location: Denver, CO (Hybrid)
- Req #: 1773
- Type: Full-Time
- Salary: $75,500 – $91,900 per year
About SugarCRM
SugarCRM is a global leader in customer relationship management software. For more than two decades, we’ve been empowering businesses to adapt and grow with a flexible and innovative CRM platform. Our teams value professional growth, diversity, collaboration, and work-life balance. We are proud to be recognized as a Great Place to Work and remain dedicated to helping employees and customers succeed.
- Design, build, and maintain dashboards and data visualizations for support operations performance.
- Analyze case volume, SLA compliance, escalation trends, and customer sentiment to identify improvement opportunities.
- Support workforce planning, agent productivity analysis, and staffing optimization.
- Provide insights into recurring product-related issues and customer trends for proactive support alignment.
- Ensure data accuracy, consistency, and integrity across reporting systems.
- Promote a data-driven culture by enabling self-serve reporting and improving data literacy within the team.
- 3–5 years of experience in data analytics, operations analysis, or support operations analytics (preferably SaaS).
- Strong proficiency in SQL and BI tools (e.g., Looker, Tableau, Power BI).
- Experience working with CRM and support platforms such as Zendesk, Salesforce, or SugarCRM.
- Proven ability to translate complex datasets into actionable business insights.
- Excellent communication skills to present findings to both technical and non-technical stakeholders.
Preferred Qualifications
- Experience with technical support reporting (SLAs, CSAT, agent productivity).
- Knowledge of workforce analysis, forecasting, and data modeling.
- Familiarity with scripting or automation tools (Python, dbt, etc.).
- Understanding of SugarCRM or other customizable CRM platforms.
Salary Range: $75,500 – $91,900 per year (depending on experience).
- Comprehensive healthcare package for employees and families
- 401(k) with company match
- Unlimited Paid Time Off (PTO)
- Paid parental leave
- Wellness reimbursement program
- Travel discounts and corporate perks
- Educational resources and career development programs
- Employee referral bonus program
