Senior Data Analyst - Support Operations & Reporting

About The Role:

• The Senior Data Analyst, Support Operations, is a critical enabler in Rubrik’s mission to deliver exceptional customer experience through AI data-driven insights. This role owns analytics, reporting, forecasting insights, and operational visibility for the global Customer Success organisation across AI tools and platforms such as Salesforce, SupportLogic, Amazon Connect, and Workforce Management (WFM) tools, including Assembled, NICE, or Verint.

• You will analyse service delivery performance trends, operational gaps, product issue trends, and agent productivity to guide leadership decision-making. Your work directly improves service effectiveness, customer satisfaction, and process efficiency.

• This role also supports Rubrik’s commitment to data protection and cybersecurity by ensuring reporting accuracy, adherence to governance standards, and safeguarding operational data.

What you'll do:

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Reporting, Analytics & Visualisation

• Design, build, and maintain dashboards and reports tracking key metrics (case volume, SLA attainment, backlog, CSAT, adherence, agent utilisation).

• Develop scalable data models in Tableau or similar BI tools that enable self-service consumption.

• Collect, analyse, structure, and organise data from Salesforce, SupportLogic, Amazon Connect, WFM platforms, and survey tools.

• Build capabilities with AI reporting tools to drive data-driven decision-making and metrics for deflection rates, self-service, and predictive resolution.

• Build automated reporting pipelines to reduce manual effort.

• Develop detailed requirements and drive critical reporting and business needs with the Data team.

• Identify actionable insights from the data and trends to recommend and drive strategic process and service delivery improvement for service delivery leaders.

• Prepare and present insights for MBRs, QBRs, and leadership reviews.

• Ensure all reporting complies with data governance policies and security regulations.

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Operational Insights & Forecasting Support

• Identify trends with usability and supportability deficiencies to drive product and service delivery improvements.

• Analyse service delivery performance and customer trends to identify process gaps, resource needs, and optimisation opportunities.

• Support WFM teams with forecasting, staffing analysis, and scheduling insights.

• Partner with Support Managers, CS Leadership, Engineering, Sales Operations, and Finance to define KPIs and align on performance reporting.

• Determine objective conclusions from the data to align and drive service delivery excellence and global consistency.

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Governance, Quality & Collaboration

• Maintain data dictionaries, metric definitions, and documentation.

• Ensure reporting accuracy through continuous validation.

• Collaborate with IT/Data Engineering to enhance pipelines and integrations.

• Act as the central analytics point of contact for the global Customer Success organisation.

Experience you’ll need:

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business, or related field.

• 7+ years of experience in data analytics, business intelligence, or operations analytics (preferably in SaaS or Support organisations).

• Exposure to vendor ecosystem management and adoption of AI tools for reporting and data governance.

• Advanced Tableau experience (data modelling, calculations, visual design).

• Strong SQL and experience with relational databases.

• Hands-on experience with Salesforce, SupportLogic, Amazon Connect, and WFM tools (Assembled, Verint, NICE).

• Strong Excel/Google Sheets skills.

• Experience with Python/R or ETL tools (Alteryx, Snowflake) is a plus.

• Strong analytical and problem-solving skills.

• Ability to communicate complex insights clearly to technical and non-technical audiences.

• High attention to detail and accuracy.

• Ability to work independently and in fast-paced, cross-functional environments.

Preferred Qualifications:

• Experience with support ticketing systems (Salesforce Service Cloud, Zendesk).

• Familiarity with sentiment analytics, case quality scoring, or escalation prediction.

• Understanding of data protection, IT security, or compliance-based operations.

• Experience supporting multi-functional stakeholders (Support, Customer Success, SalesOps, Finance).

Location & Work Hours

• Location: Bengaluru, Karnataka (Hybrid)

• Work Hours: 2 PM - 11 PM IST

Join Us in Securing the World's Data

Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

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Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.

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Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.

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Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [email protected] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS