Note: The job is a remote job and is open to candidates in USA. Cursor is on a mission to automate coding and is seeking a Data Analyst for their User Operations team. This role will own the data and reporting layer for Support, transforming various signals into actionable insights for leadership and product teams.
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 - "are we getting faster but less accurate?", "where is enterprise pain actually concentrated?" - into analysis that drives decisions
- Maintain the multi-signal model behind bug and issue prioritization, weighting frequency, breadth, support cost, and sentiment, so Engineering sees a defensible picture of what impacts users most
- 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 our ticketing data and internal commitments
- Surface Voice of Customer trends to Product, Engineering, and GTM, and help close the loop between what users report and what actually gets built
Skills
- You have 5+ years of experience in data analytics, analytics engineering, or a similar role
- You have strong SQL skills - this is your primary toolkit - and you're comfortable building models and transformations (dbt or equivalent)
- You've built reporting and dashboards in production that people actually depend on, not one-off charts
- You can take a vague operational question and turn it into the right analysis without a playbook
- You communicate clearly with both technical and non-technical stakeholders, and you're honest about what the data does and doesn't support
- You're self-directed and comfortable owning ambiguous problems end to end
Company Overview