Support Operations Analyst

About SugarCRM From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential.    Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.  If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey. Where Do You Fit In? We are looking for a data-driven and detail-oriented Operations Analyst – Reports, Insights & Programs to drive visibility, insights, and continuous improvement across our Technical Support organization. This role is responsible for building reporting infrastructure, surfacing operational trends, and enabling data-informed decisions that elevate support performance and customer experience. Beyond insights, you will also lead or co-lead ad-hoc operational programs that address identified gaps—acting as a flexible problem solver who can step into diverse initiatives, from process improvements to workforce optimization. The ideal candidate is comfortable working across datasets, tools, and stakeholders—translating data into stories and then driving programs that close the gaps the data uncovers. You’ll partner closely with Support Operations and Technical Support Leadership to deliver accurate, timely, and impactful reporting while also executing improvement projects. *This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, Colorado location, specifically, working in-office (3) days per week*