Data Analyst, User Operations
Core
Build the data and reporting layer for Support to turn ticket data, SLA performance, and customer sentiment into dashboards and analysis for leadership and product decisions.
Role type
Senior Data Analyst (User Operations)
Builds
Dashboards and analysis for internal operations and enterprise customers
Domain
SaaS / Developer Tools / Customer Support
Deliverable
dashboards & analysis
Required skills
SQL, dbt, data modeling, data governance, stakeholder communication, problem decomposition
Preferred skills
Experience with multi-signal models, capacity utilization analysis, Voice of Customer trend analysis
Technologies
SQL, dbt
Responsibilities
Build and own the reporting layer for Support metrics (ticket volume, SLA, CSAT/CES); Partner with leadership to turn operational questions into decision-driving analysis; Maintain the multi-signal model for bug and issue prioritization; Design dashboards for internal managers and enterprise customers; Own data quality and governance for Support data products; Surface Voice of Customer trends to Product, Engineering, and GTM
Seniority
Senior, hands-on IC