Staff Data Analyst

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 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.

An overview of this 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.

What you'll bring

Experience as a business intelligence analyst, analytics engineer, or in a similar data role, ideally in a software as a service or technology company.

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.

You may also bring experience with large language model-based tools, artificial intelligence and machine learning workflows, durable data solutions, analytics frameworks, in-depth data analysis, or presenting to senior leaders and executives.

About the team

Our Support Engineering organization uses data to understand performance, improve customer outcomes, and improve operational practices. You'll partner across Support Engineering, go-to-market teams, Business Operations, and Product Engineering in an all-remote environment.

How GitLab Supports Full-Time Employees

• 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines

GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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