Data Analyst, User Operations

Details

• Build and own the reporting layer for Support: ticket volume, SLA attainment, resolution times, help center performance, CSAT/CES/sentiment, and capacity utilization across regions and tiers
• Partner with Support leadership to turn open questions - "are we getting faster but less accurate?", "where is enterprise pain actually concentrated?" - into analysis that drives decisions
• Maintain the multi-signal model behind bug and issue prioritization, weighting frequency, breadth, support cost, and sentiment, so Engineering sees a defensible picture of what impacts users most
• Design dashboards for two audiences: internal operational views for managers, and customer-facing views for enterprise accounts
• Own data quality, governance, and reliability across Support data products, including our ticketing data and internal commitments
• Surface Voice of Customer trends to Product, Engineering, and GTM, and help close the loop between what users report and what actually gets built
• You have 5+ years of experience in data analytics, analytics engineering, or a similar role
• You have strong SQL skills - this is your primary toolkit - and you're comfortable building models and transformations (dbt or equivalent)
• You've built reporting and dashboards in production that people actually depend on, not one-off charts
• You can take a vague operational question and turn it into the right analysis without a playbook
• You communicate clearly with both technical and non-technical stakeholders, and you're honest about what the data does and doesn't support
• You're self-directed and comfortable owning ambiguous problems end to end