At a glance
- Workplace
- Remote
- Location
- Bangalore · India
About the role
- As a Staff Data Analyst, you'll turn raw data into actionable insights that inform strategic decisions across GitLab's global Support Engineering organization.
- You'll design dashboards, reports, and data models that help leaders monitor performance, optimize costs, and improve customer outcomes.
- You'll also promote data innovation by experimenting thoughtfully and working through complex problems.
Responsibilities
- 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.
- Lead dashboarding for AI adoption and return on investment, measuring the business impact of AI-driven initiatives across Support Engineering.
- Partner with go-to-market teams on predictive analytics and churn-prevention models that identify at-risk customers.
- Define and refine unified customer-schema requirements to create consistent data across systems and a single source of truth.
- Deliver Monthly Business Review telemetry, executive-ready reporting packages, recurring operational reports, and ad hoc analysis.
Requirements
- 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.
- Translate ambiguous business questions into structured analytical frameworks.
- Present findings clearly to technical and non-technical stakeholders.
- Plan and prioritize work independently in a remote, cross-functional environment across time zones.
Preferred qualifications
- Experience with large language model-based tools
- Artificial intelligence and machine learning workflows
- Durable data solutions
- Analytics frameworks
- In-depth data analysis
- Presenting to senior leaders and executives
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Workplace
- All roles are remote, however some roles may carry specific location-based eligibility requirements.
Skills
- SQL
- Zendesk Explore
- Tableau
- Looker
