Technical Operations & Insights Analyst

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.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• 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.

We'd love to hear from you if you have:

• 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

While not required, it’s an added plus if you also have:

• Experience supporting a technical SaaS company in a senior analyst capacity

• Experience developing in DBT

• Proficiency in R and/or Python

• Applied ML experience

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.