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The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
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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 do
- 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.
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.
- 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.
- 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
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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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
