Senior Technical Support Data Analyst

At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple.

The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #One Jamf.

We are seeking a confident and experienced Senior Data Analyst to support our Technical Support organization by transforming support data into actionable insights. This role is critical to understanding support performance, customer experience, operational efficiency, and business impact. The ideal candidate has hands‑on experience working with support‑specific data, is deeply familiar with Intercom (tickets, inboxes, phone, automation, and reporting), and can partner effectively with Support, Product, Finance, and other teams to align metrics and insights across the business.

You will play a key role in analyzing support metrics, building and maintaining reports and dashboards, identifying trends, ensuring data accuracy, and supporting strategic decision‑making at both operational and leadership levels.

This role is offered as hybrid, with the expectation to be in the office 3 days per week. We are only able to accept applications for those based in Minneapolis, MN or Eau Claire, WI.

• Analyze Technical Support Metrics across key performance areas, including: ticket volume and demand by channel, response and resolution speed (FRT, SLAs, AHT), customer experience and quality (CSAT, NPS, QA), self‑service and deflection (AI and automation), product and defect trends, financial efficiency (cost per ticket, automation rate), customer retention signals, and people and capacity planning (staffing, eNPS)
• Develop recurring and ad‑hoc reports for support leadership and stakeholders
• Ensure clarity, accuracy, and consistency in reporting
• Present insights in a way that drives action and decision‑making
• Proactively surface risks, opportunities, and emerging patterns
• Translate complex datasets into clear narratives and recommendations
• Own data hygiene for support metrics and definitions
• Partner with Operations, Systems, and Analytics teams to resolve data discrepancies
• Provide analytical support for staffing plans, process improvements, tooling investments, and automation strategies
• Collaborate cross‑functionally with Product, Engineering, Finance, Customer Success, and Data teams to align data definitions and insights
• Ability to travel as needed (estimated 1‑2 per year)
• Other duties as assigned by TS Ops Director or TS Vice President
• #LI‑Hybrid

• Minimum of 5 years of proven experience as a Data Analyst or similar databased role, specifically supporting Technical Support or Customer Support organizations (required)
• Strong working knowledge of Intercom, including reporting, inbox analytics, phone metrics, and automation/AI features (required)
• Deep understanding of support KPIs and operational metrics (required)
• Experience building dashboards and reports using BI or analytics tools (e.g., DOMO, Looker, Tableau, Power BI, Mode, or similar) (preferred)
• Strong analytical and problem‑solving skills with the ability to translate data into actionable insights (required)
• High attention to detail and a strong commitment to data accuracy (required)
• Confidence working with stakeholders at all levels, including support leadership (preferred)
• Ability to work cross‑functionally to align data definitions and business outcomes (preferred)
• Comfortable managing ambiguity and evolving business needs (required)
• Bachelor's degree in data analytics, business, computer science, statistics, or a related field (required)
• Equivalent combination of education and 3‑5 years of hands‑on experience in support analytics or operations
• Relevant analytics or data certifications are a plus but not required

• Participation…