Support Ecosystem Analytics: Own the reporting and optimization of Case Volume and Resolution Rates. You will identify bottlenecks in our support funnel and recommend strategies to decrease "Time to Resolve."
Platform Vigilance: Monitor real-time data to detect site issues or technical anomalies that impact user experience, acting as the bridge between Client Ops and Engineering for rapid incident response.
Fraud & Risk Mitigation: Develop and maintain dashboards to track suspicious activity and fraud patterns, ensuring the platform remains secure for all legitimate users.
Operational Intelligence: Use Tableau to build comprehensive visualizations that allow leadership to see "at a glance" how effectively we are serving our clients and where the biggest operational risks lie.
Root Cause Analysis: Investigate why certain issues recur. You won’t just report that volume is up; you’ll identify if it’s a product bug, a training gap, or a seasonal trend.
Data Pipeline Advocacy: Partner with Data Engineering to ensure that data from our support tools and site logs are correctly ingested into Snowflake for deep-dive analysis.
Strategic Recommendations: Translate complex operational data into clear, high-impact insights for senior leadership, focusing on how to scale our service model without increasing headcount linearly.
Requirements:
Experience: 5+ years of experience as a Data Analyst, with a heavy focus on Operations, Trust & Safety, or Customer Support Analytics.
Visualization Expert: High proficiency in Tableau or Hex is preferred. You should be able to turn messy operational logs into clean, actionable dashboards.
SQL Power User: Advanced ability to write complex SQL queries to join disparate datasets (e.g., matching support tickets to platform usage logs).
Fraud & Risk Mindset: Experience identifying anomalies or patterns associated with fraud or platform abuse is a significant plus.
Problem Solver: An inquisitive mindset; when you see a spike in "Resolution Time," you don't stop until you find the technical or process-driven "why."
Education: Bachelor’s degree in a quantitative field (Statistics, Economics, Data Science, etc.).
Benefits:
Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
Benefits: Check out our full list at http://engine.com/culture.
Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we’ll make sure you have what you need to succeed.
Skills & Requirements
Technical Skills
Data analysisTableauSqlFraud detectionRoot cause analysisData pipelineSnowflakeProblem solvingCommunicationData analyticsClient operationsFraud prevention