About the Team

The Support Operations Group is a high-impact, team of software engineers, program managers, data analysts and product specialists. We are responsible for building intelligent automation systems that allow our customers to get maximum value out of the Cloudflare product. We provide tooling that enhances business efficiency for our internal customer facing teams while ensuring that our customers have a great experience at the forefront of all our efforts. 

We work in an environment with short iterations, clear success metrics and a sustainable pace. We are a small team meaning you will have the opportunity to make a substantial impact from day one.

What you’ll do

Our applications generate a lot of data and it’s the Data Analysts responsibility to detect patterns, extract significance, and communicate results. You will be responsible for creating reports and dashboards used at the org, team, and IC level that identify business opportunities to deliver the maximum impact to our top level objectives. Data driven decision making is one of our core principals, and as a Data Analyst your efforts will directly help shape the direction of work for all teams in our organization. 

Responsibilities

As a member of a rapidly growing and evolving team, your responsibilities will include:

• Develop compelling dashboards and automated reporting of key performance insights that can be used by the Support team
• Work closely with Support leadership to report on key business metrics to spot trends and answer important questions 
• Help the product team to prioritize work by leveraging available data to identify high impact opportunities
• Coordinate with cross-functional stakeholders including finance, HR, finance, and others to deliver data required for monthly business reviews 
• Participate in the early stages of projects to ensure that we always have success metrics defined
• Continue building a culture that is data driven and measurable decision making
• Develop and maintain processes to organize and compare disparate data sets

Requirements

• Highly skilled at writing SQL to query relational databases; knowledge of R or Python is a plus
• Previous experience with Big Query, Data Studio (Looker), Amplitude, Google Analytics and Tableau
• Ability to handle multiple high priority initiatives with a keen focus on data accuracy, quality, and consistency 
• 7+ years experience in a business/data analyst role supporting customer-facing teams
• Extensive experience creating compelling dashboards visualizations 
• Critical thinking and the ability to deliver insights and recommendations based on the reports you will create
• Strong communication and presentation skills
• Self-starter with the ability to work independently
• Stakeholder management and being able to work cross functionally

Bonus Points 

• Computer Science background or equivalent technical skills
• Previous experience in a technical support organization 
• Expertise is creating effective visualizations in Data Studio for a stakeholders across multiple functional areas and levels
• A knack for managing internal stakeholders across cross-functional teams, timezones and level