Technical Operations And Insights Analyst

Summary

Join Figma's Product Support Operations and Strategy team as an Operations and Insights Analyst. You will leverage data to enhance the product support experience, create dashboards and data pipelines, and provide reports to leadership. This role involves identifying optimization opportunities, analyzing data to pinpoint root causes and trends, and presenting findings effectively. The position is full-time and can be based in a US hub or remotely within the United States. You will collaborate with data science and engineering teams. Figma offers a competitive compensation and benefits package.

Requirements

• 3+ years of relevant experience
• 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

Responsibilities

• 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
• Support the measurement of AI augmented support processes, including experiment design, metric design, and data pipelines
• Collaborate with our data science and engineering teams to build, document, and manage our Product Support data structure and pipelines

Preferred Qualifications

• Experience supporting a technical SaaS company in a senior analyst capacity
• Experience developing in DBT
• Proficiency in R and/or Python
• Applied ML experience

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Equity