Staff Data Analyst

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.

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.

Fluency in SQL, including complex multi-table joins, grouping and aggregation, common table expressions, and conditional filters.

Hands-on experience building dashboards and reports in Zendesk Explore, Tableau, Looker, or similar business intelligence tools.