DEX Ops Automation Intern – End User Support & Productivity (EUSP)
San Diego, CA
Internship
Onsite
$21/hr - $21/hr
Intern
Sony Corporation of America is the U.S. headquarters of Sony Group Corporation, offering a wide range of entertainment experiences. The DEX Ops Automation Intern will support the End User Support & Productivity organization by improving support efficiency and contributing to a proactive AI-first support model.
Responsibilities
Perform daily/weekly audits of support tickets processed by Technical Field Engineers across AM and EU regions
Cross‑reference ticket trends against potential DEX scenarios that could have enabled earlier detection or automated resolution
Identify recurring issues, missed automation opportunities, and data gaps that prevent proactive remediation
Produce concise weekly insights highlighting opportunities to improve efficiency, automation, and user experience
Share findings with program leadership and frontline teams to support continuous improvement
Leverage SQL querying skills to analyze ticket data and support the development of dashboards measuring support performance and progress toward AI‑first goals
Partner with full‑time team members to translate analyses into clear, leadership‑ready dashboards and visualizations
Support tracking of trends over time across support areas, regions, and ticket categories
As the formal ticket auditor, proactively recommend improvements to ticket data structure, categorization, and quality
Help identify inconsistencies or gaps in how tickets are logged that limit effective analysis or automation
Contribute suggestions that strengthen long‑term reporting, analytics, and proactive support capabilities
Support the creation of executive‑level summaries that translate ticket and trend analysis into actionable insights
Assist in preparing recurring updates or presentations that communicate progress toward proactive and AI‑driven support
Help ensure findings are communicated clearly to both technical and non‑technical stakeholders
Qualification
Required
Currently enrolled in an undergraduate program (Sophomore or Junior preferred)
Demonstrated ability to operate as a self‑starter with minimal oversight
Strong analytical mindset with comfort working in structured and unstructured data
Experience with SQL querying and data analysis
Strong Excel, PowerPoint, Outlook, and broader M365 skills
Excellent written and verbal communication skills
Highly organized, detail‑oriented, and motivated to deliver measurable value
Ability to work onsite in San Diego at least 3 days per week
Preferred
Background or coursework in Computer Science, Data Analytics, Economics, Business, or related fields
Familiarity with IT service management concepts, helpdesk operations, or DEX tools (e.g., Nexthink) is a plus
Experience creating dashboards, analyses, or summaries for leadership audiences
Interest in enterprise IT, automation, AI, and proactive support models
Benefits
The individual will be paid hourly and eligible for overtime.
Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.
Sony develops and manufactures audio, video, communications, and information technology products for the consumer and professional markets. It is a sub-organization of Sony Biz Networks Corporation.
