Technical Operations & Insights Analyst, Product Support
Figma
- New York City, NY San Francisco, CA
- Permanent
- Full-time
- Build data pipelines that enable reliable, accurate, and timely data insights
- Enable product support to capture customer, product, and team performance insights
- Develop and maintain workforce capacity models to forecast staffing needs
- Design scalable data pipelines, and communicate design recommendations to leadership and our internal partners
- Collaborate with our data science and engineering teams to build, document, and manage our Product Support data structure and pipelines.
- Proficiency in SQL and querying databases using tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode, Explore, and Hex)
- A deep understanding of statistical analysis and data modeling techniques
- Experience building complex ETL jobs
- Proven track record of presenting technical findings to non-technical stakeholders
- Experience problem-solving through issues that impact the customer and product support teams
- Experience supporting a technical SaaS company in a senior analyst capacity
- Experience developing in DBT
- Proficiency in R and/or Python
- Applied ML experience
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews