Staff Data Analyst

Own annual operating plan and capacity planning through data modeling to support workforce and budget decisions.

Build and maintain utilization and team-performance scorecards with automated alerting for real-time trend detection.

Lead dashboarding and analysis for AI adoption impact, support economics, churn prevention, and executive reporting within Support Engineering.

Experience as a business intelligence analyst, analytics engineer, or similar data role, ideally in SaaS or technology sector.

Fluency in SQL with complex queries, and proficiency in BI tools like Zendesk Explore, Tableau, or Looker.

Experience partnering with Technical Support, Business Operations, or Product Engineering teams.

Work Experience Required: Not explicitly mentioned in the JD.

Experienced in translating ambiguous business questions into structured analytics that inform strategic decisions within global support or technical service functions.

Skilled at independent work in remote, cross-functional, time-zone distributed environments involving senior stakeholders.

Strong background in analyzing support economics, AI/ML adoption, and operational metrics to drive actionable insights and cost optimization.