Teams at Model N

The Senior Support Operations Analyst will analyze support data to provide actionable insights, define metrics, collaborate across teams, improve data quality, and evaluate AI-enabled tools. They will ensure support data drives product and customer decisions, reflecting customer experience and operational health.

Lead platform product strategy, roadmap, and outcomes for shared services (data, identity/security, workflow, APIs, integration, observability, AI). Build and grow PM teams, drive extensibility and developer experience, ensure non-functional outcomes (performance, scale, reliability, security/compliance), and establish intake/prioritization governance to accelerate product-line development and platform adoption.

Maintain and operate cloud-based SaaS for enterprise customers: deploy, monitor, troubleshoot, and automate production environments. Manage Kubernetes/EKS, cloud platforms (AWS/OCI/GCP), CI/CD, IaC, middleware, and monitoring. Participate in on-call rotation, perform RCA, and improve operational reliability and security.