Support Operations Analyst

Riverbed, the leader in AIOps for observability, helps organizations optimize their users’ 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 improve 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. Learn more at riverbed.com

We are seeking a highly analytical and results-driven Support Operations Analyst to play a critical role in scaling our global support organization, enhancing customer experience, and ensuring operational excellence. This position will serve as a strategic partner to Support Leadership and Core IT Operations, delivering real-time business insights, workforce planning, performance analytics, and operational governance that enable informed decision-making and continuous improvement.

The ideal candidate is a data-fluent operator with a strong background in support operations, business analytics, workforce management, and business transformation initiatives.

• Design, build, and maintain dashboards, reports, and data infrastructure to provide actionable insights and support strategic decision-making.
• Deliver real-time analytics and operational visibility to Support Leadership teams.
• Analyze support business performance across Global Support Operations, Core Operations, Workforce Management, and Data & BI functions.
• Develop and present KPI reviews, trend analyses, capacity reports, and business performance updates.

• Lead workforce planning activities, including forecasting, capacity modeling, scheduling, and resource optimization.
• Monitor real-time SLA adherence and operational performance to ensure global support objectives are met.
• Drive headcount planning and alignment based on business demand, growth projections, and operational priorities.
• Establish and manage operational rhythms that ensure consistent performance tracking and accountability.

• Partner with IT teams to ensure support systems, tools, reports, and dashboards remain accurate, effective, and up to date.
• Act as the business owner for contact center/call center applications and associated operational processes.
• Identify opportunities to improve reporting automation, data quality, and operational efficiency.

• Lead and support cross-functional initiatives aimed at improving customer experience, agent productivity, operational efficiency, and cost optimization.
• Drive transformation programs that enhance support delivery models and business outcomes.
• Collaborate with stakeholders across Support, IT, Customer Success, and Operations functions to implement scalable solutions and process improvements.

• 5+ years of experience in business operations, analytics, reporting, or operational strategy.
• 4+ years of experience supporting post-sales organizations such as Technical Support, Customer Experience, Customer Success, or Service Operations.
• Proven experience leveraging data and analytics to generate business insights and influence strategic decisions.

• Strong understanding of workforce management principles, including forecasting, capacity planning, scheduling, and resource optimization.
• Experience managing operational KPIs, dashboards, and performance reporting frameworks.
• Excellent analytical, problem-solving, and data interpretation skills.
• Strong communication and stakeholder management skills with the ability to influence cross-functional teams.
• Experience working with support technology stacks, including CRM, ticketing systems, Salesforce, and related support platforms.
• Hands-on expertise with Business Intelligence tools such as Power BI and Tableau.
• Advanced proficiency in data analysis and reporting using tools such as Excel, SQL, or equivalent analytical platforms.

• Experience within a global technical support or customer service organization.
• Knowledge of contact center operations and call center management tools.
• Experience leading operational transformation or business process improvement initiatives.
• Familiarity with customer support metrics, SLA management, and customer experience frameworks.

• Improved support operational efficiency and SLA adherence.
• Accurate workforce forecasting and capacity planning.
• Increased visibility through actionable dashboards and reporting.
• Successful execution of transformation initiatives that improve customer experience, productivity, and cost effectiveness.
• Strong partnership with Support Leadership and IT teams that drives measurable business outcomes.

With a 20-year history of innovation, Riverbed is agile and proven—and we continue to disrupt the market with differentiated solutions that help customers deliver secure, seamless digital experiences and accelerate enterprise performance. We are relentlessly customer-first: we listen, learn, and act with urgency to solve real problems and earn trust every day. We pair bold ideas with operational efficiency, simplifying how we work, focusing on what matters most, and delivering with quality and speed. Fueled by a will to win, we set ambitious goals, hold ourselves accountable, and raise the bar through measurable outcomes. At the center of it all are our people—bringing our best selves to work with a shared commitment to excellence, transparency, and open communication. We strive to be an inclusive, fair, and enjoyable workplace where respect and wellbeing are prioritized. 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 and drives high-impact success.

Riverbed is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, physical disability (including HIV and AIDS), mental disability, medical condition, pregnancy or child birth (including breast feeding), sexual orientation, genetics, genetic information, marital status, veteran status or any other basis protected by and in accordance with applicable federal, state and local laws.

Check us out on:www.riverbed.com@LifeAtRiverbed

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