Claude Operations Analyst (L1/L2 Support SaaS Platform)
Jobs via Dice, Tampa, FL, United States
Overview
Claude Operations Analyst (L1/L2 Support - SaaS Platform)
We are seeking a detail-oriented and customer-focused Claude Operations Analyst to support the day-to-day operations of the Claude Enterprise platform. This role serves as the first line of support, ensuring a seamless user experience through troubleshooting, onboarding assistance, and operational excellence.
Responsibilities
Provide L1/L2 support for the Claude platform, including troubleshooting and issue resolution
Monitor platform performance and identify operational inefficiencies
Escalate complex issues to engineering teams when required
Assist users with platform onboarding, usage guidance, and issue resolution
Act as a frontline support partner for internal stakeholders and leadership
Create and maintain knowledge base articles, SOPs, and documentation
Identify and implement process improvements and ensure adherence to operational best practices
Track operational metrics and generate reports; analyze trends to improve platform performance and user experience
Support data-driven decision making through reporting and analytics
Qualifications
Core Skills
Experience in Operations Analyst / Support Analyst / Application Support roles
L1/L2 support in SaaS or enterprise platforms
Strong troubleshooting and issue resolution skills
Excellent communication and stakeholder management skills
Technical & Functional Skills
Understanding of SaaS platforms / cloud applications
Incident management and support workflows
Basic knowledge of data analysis / reporting
AI tools / chatbot platforms (good to have)
Soft Skills
Strong customer-first mindset
Ability to work in fast-paced, high-volume environments
Attention to detail and process-oriented thinking
Ability to handle senior stakeholders professionally
Preferred Skills
Exposure to AI / GenAI platforms (Claude, ChatGPT, etc.)
Data tools (Excel, dashboards, reporting tools)
Experience in process optimization or operational excellence roles
Experience Required
6-10 years of experience in operations/support roles
Experience in SaaS / tech environments preferred
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We are seeking a detail-oriented and customer-focused Claude Operations Analyst to support the day-to-day operations of the Claude Enterprise platform. This role serves as the first line of support, ensuring a seamless user experience through troubleshooting, onboarding assistance, and operational excellence.
Responsibilities
Provide L1/L2 support for the Claude platform, including troubleshooting and issue resolution
Monitor platform performance and identify operational inefficiencies
Escalate complex issues to engineering teams when required
Assist users with platform onboarding, usage guidance, and issue resolution
Act as a frontline support partner for internal stakeholders and leadership
Create and maintain knowledge base articles, SOPs, and documentation
Identify and implement process improvements and ensure adherence to operational best practices
Track operational metrics and generate reports; analyze trends to improve platform performance and user experience
Support data-driven decision making through reporting and analytics
Qualifications
Core Skills
Experience in Operations Analyst / Support Analyst / Application Support roles
L1/L2 support in SaaS or enterprise platforms
Strong troubleshooting and issue resolution skills
Excellent communication and stakeholder management skills
Technical & Functional Skills
Understanding of SaaS platforms / cloud applications
Incident management and support workflows
Basic knowledge of data analysis / reporting
AI tools / chatbot platforms (good to have)
Soft Skills
Strong customer-first mindset
Ability to work in fast-paced, high-volume environments
Attention to detail and process-oriented thinking
Ability to handle senior stakeholders professionally
Preferred Skills
Exposure to AI / GenAI platforms (Claude, ChatGPT, etc.)
Data tools (Excel, dashboards, reporting tools)
Experience in process optimization or operational excellence roles
Experience Required
6-10 years of experience in operations/support roles
Experience in SaaS / tech environments preferred
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