Technical Operations & Insights Analyst, Figma

• 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

Desirable

• As a member of our Product Support Operations and Strategy team, the Operations and Insights Analyst will use data to refine our Product Support experience, build dashboards and data pipelines, and deliver reporting to ensure our leadership team has a clear pulse on the business
• You’ll identify opportunities to optimize Figma’s product support operations
• As a problem solver, you will dig into data to find root causes, identify trends, uncover blind spots, and help to answer questions about the customer and employee experience
• You will present data to the team in a manner that is effective, tangible, and tells a clear story
• 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