The opportunity
Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering.
What you'll do
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
What they're looking for
- 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
