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Tutor · 2 months ago

Support Operations Analyst

Watertown, MA

Full-time

Onsite

Entry, Mid Level

$75K/yr - $120K/yr

2+ years exp

Tutor Intelligence is a company focused on building the world's largest fleet of capable robot workers for American factories and warehouses. They are hiring a Support Operations Analyst to enhance their operational systems, data, and processes that support robot operations and customer service. The role involves building dashboards, analyzing operational data, and collaborating with engineering to improve workflows and incident handling.

Artificial Intelligence (AI)Information TechnologyMachine LearningRobotics

Responsibilities

Build and maintain dashboards and reports to track uptime, incident rates, labeling throughput, and team performance

Analyze operational data to identify patterns, bottlenecks, and improvement opportunities

Collaborate with Engineering to triage and document recurring system issues, coordinate fixes, and validate resolutions

Maintain and improve playbooks, process documentation, and alerting workflows for operators and leads

Support ongoing experiments and process changes by defining metrics, tracking outcomes, and reporting results

Provide operational insights to leadership for forecasting, staffing, and prioritization decisions

Partner with the Service & Support Operations Manager to ensure consistent coverage, process adherence, and data integrity across teams and time zones

Qualification

SQLDashboard buildingData analysisProcess designExcel/Google SheetsOrganizationCollaborationCommunication skills

Required

2+ years experience in support operations, data operations, trust & safety, or similar high-volume operational environments

Proficiency with SQL and Excel/Google Sheets for querying and analyzing operational data

Experience building dashboards and visualizations in tools such as Looker, Tableau, or Metabase

Strong understanding of process design, documentation, and continuous improvement principles

Comfortable collaborating across teams, especially with Engineering and frontline operations staff

Excellent written and verbal communication skills, with attention to clarity and precision

Highly organized, self-directed, and motivated to improve systems without being asked

Preferred

Experience in 24/7 operations, incident response, or alert-driven workflows

Familiarity with automation tools (e.g. Zapier, Airflow, internal scripting)

Background in robotics, logistics, or manufacturing environments

Benefits

Fully employer-covered health and dental insurance

A managed 401(k)

Regular in-office meals

Social events

A collaborative, low-ego work culture where people are trusted to take ownership and solve real problems

Company

Tutor

Tutor was founded to build the intelligence that lets machines see, learn, and act alongside people in the most complex, real-world production environments.

Founded in 2021

Cambridge, Massachusetts, USA

51-200 employees