Data Analyst, User Operations

Stack

Responsibilities

• ▹Build and own the reporting layer for Support: ticket volume, SLA attainment, resolution times, help center performance, CSAT/CES/sentiment and capacity utilization across regions and tiers
• ▹Partner with Support leadership to turn open questions, such as whether we are getting faster but less accurate, into analysis that drives decisions
• ▹Maintain the multi-signal model behind bug and issue prioritization, weighting frequency, breadth, support cost and sentiment
• ▹Design dashboards for two audiences: internal operational views for managers and customer-facing views for enterprise accounts
• ▹Own data quality, governance and reliability across Support data products, including ticketing data and internal commitments
• ▹Surface Voice of Customer trends to Product, Engineering and GTM

Requirements

• ▹5+ years of experience in data analytics, analytics engineering or a similar role
• ▹Strong SQL skills (your primary toolkit) and comfort building models and transformations (dbt or equivalent)
• ▹Reporting and dashboards built in production that people actually depend on
• ▹Able to turn a vague operational question into the right analysis without a playbook
• ▹Clear communication with technical and non-technical stakeholders, and honesty about what the data does and does not support
• ▹Self-directed and comfortable owning ambiguous problems end to end

Soft skills

About the company

Cursor's mission is to automate coding, building the best tool for professional programmers through research, design and engineering. The organization is flat and the team is small and talent dense.