Nscale
Technology
CustomerSupportOperationsStrategist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Operations Strategist at Nscale. Skills: Operational analytics, Reporting frameworks, KPI management, Data analysis. Lead development of operational analytics. Manage reporting function”
What You'll Achieve.
Improve decision-making; Optimize support investments; Strengthen customer outcomes; Enable proactive operational management; Enable faster risk identification; Enable faster inefficiency identification; Enable data-driven decision-making; Improve reliability; Improve scalability; Improve support efficiency; Improve customer outcomes; Reduce manual effort
Industry & Context.
Problem solving; Insight generation; Analytical thinking; Root cause analysis
What They're Looking For.
Must Have
5+ years experience, Experience with Jira, Experience with ServiceNow, Experience with monitoring systems, Experience with internal tooling, Experience with JQL, Experience with dashboards, Experience with filters, Experience with automation workflows, Experience with data integration, Experience with large operational datasets, Experience with multiple data sources, Familiarity with ITIL practices, Familiarity with service operations metrics, Familiarity with infrastructure support models
Nice to Have
Understanding of cloud infrastructure operations, Understanding of observability, Understanding of reliability metrics
What You'll Do.
Lead development of operational analytics
Manage reporting function
Deliver predictive intelligence
Partner with Support Leadership
Partner with Engineering
Partner with Datacenter Operations
Partner with Customer Success
Operationalize dashboards
Define reporting frameworks
Operationalize reporting frameworks
Measure service performance
Measure infrastructure reliability
Measure customer experience
Measure operational efficiency
Transform operational data
Improve decision-making
Optimize support investments
Strengthen customer outcomes
Establish reporting and analytics function
Enable proactive operational management
Enable faster risk identification
Enable faster inefficiency identification
Enable data-driven decision-making
Design operational dashboards
Build operational dashboards
Maintain operational dashboards
Design reporting frameworks
Build reporting frameworks
Maintain reporting frameworks
Develop executive reporting
Develop operational reporting
Develop customer-facing reporting
Communicate service performance
Communicate SLA/SLO adherence
Communicate reliability trends
Communicate operational health
Communicate customer experience metrics
Create scalable visualizations
Standardize KPI definitions
Standardize reporting structures
Standardize measurement methodologies
Define operational KPIs
Track operational KPIs
Evolve operational KPIs
Ensure data integrity
Ensure data consistency
Ensure data governance
Establish metric ownership
Establish refresh cadences
Establish reporting standards
Partner with leadership
Mature operational measurement frameworks
Analyze operational data
Analyze infrastructure data
Identify inefficiencies
Identify optimization opportunities
Deliver actionable recommendations
Improve support efficiency
Improve customer outcomes
Conduct deep-dive analyses
Analyze recurring incidents
Analyze performance degradation
Analyze operational bottlenecks
Support Problem Management
Support RCA initiatives
Provide predictive guidance
Plan support capacity
Plan operational scaling
Leverage Jira reporting capabilities
Develop automated pipelines
Integrate operational data sources
Improve reporting automation
Improve self-service analytics
Align on reporting requirements
Align on operational priorities
Tailor reporting outputs
Support leadership reviews
Support operational business reviews
Support executive presentations
Establish operational reporting governance
How You'll Work.
Team & Collaboration
Support Leadership; Engineering; Datacenter Operations; Customer Success; Customer-facing teams; Cross-functional teams
Communication Scope
Executive presentations; Data-driven storytelling
Full Job Description
. About Nscale Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future. Customer Support Operations Strategist Role Overview The Customer Support Operations Strategist will lead the development and management of Nscale’s operational analytics and reporting function, delivering the visibility, insights, and predictive intelligence required to scale a high-performance AI Infrastructure organization. This role partners closely with Support Leadership, Engineering, Datacenter Operations, and Customer Success teams to define and operationalize KPIs, dashboards, and reporting frameworks that measure service performance, infrastructure reliability, customer experience, and operational efficiency. The successful candidate will transform operational data from platforms such as Jira, ServiceNow, monitoring systems, and internal tooling into actionable insights that improve decision-making, optimize support investments, and strengthen customer outcomes. As Nscale’s AI Infrastructure organization scales, there is a growing need for a centralized operations analytics capability that can consistently deliver reporting and insights across three critical stakeholder groups: Operational metrics for internal support management Exe
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