The opportunity
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation.
What you'll do
Own annual operating plan and capacity planning through data modeling and: validation that support workforce and budget decisions.
Build and maintain utilization and team-performance scorecards, including: automated alerting that surfaces trends in real time.
Analyze Support Economics, including cost-per-ticket modeling, self-service: savings, and product quality costs.
Develop performance indexes and heatmaps that identify product areas and: customers using the most support resources.
Lead dashboarding for AI adoption and return on investment, measuring the: business impact of AI-driven initiatives across Support Engineering.
Partner with go-to-market teams on predictive analytics and churn-prevention: models that identify at-risk customers.
What they're looking for
- Define and refine unified customer-schema requirements to create consistent: data across systems and a single source of truth.
- Deliver Monthly Business Review telemetry, executive-ready reporting: packages, recurring operational reports, and ad hoc analysis.
- Experience as a business intelligence analyst, analytics engineer, or in a: similar data role, ideally in a software as a service or technology company.
- Experience partnering with Technical Support, Business Operations, Product: Engineering, or similar organizations.
