What you'll do
Influence product roadmap by identifying, articulating the business impact and proposing possible solutions to the most impactful friction to our customers
By manipulating data from our customers' interactions with support, extract insights, prepare and deliver regular reports that uncover improvements opportunities in customer experience, business growth and support efficiency
Advocate for a culture of design for supportability: ensure that our products are easy and economical to support
Tell stories through data that resonate with senior executive leadership
Lead complex projects independently
Assist colleagues with complex investigations and technical presentations
Support team outcomes by setting priorities, establishing timelines, and coordinating with internal and external partners
This job has no people managerial responsibilities
On your first day, we'll expect you to have
10+ years of relevant experience in software development or customer support, acting as a senior data and business analyst
Experience writing advanced SQL queries and ability to build visualizations (for example: Databricks, Tableau)
Some experience with data modeling, warehousing and designing ETL pipelines
Experience influencing product roadmap and decisions using data
Experience influencing Heads of Product and Engineering
It's great, but not required if you have:
Experience as a Software Development Manager or Product Manager
Experience with advanced analytics techniques
Experience using Databricks and Tableau
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