Technical Operations & Insights Analyst
Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!
As a member of our Product Support Operations and Strategy team, the Operations and Insights Analyst will use data to refine our Product Support experience, build dashboards and data pipelines, and deliver reporting to ensure our leadership team has a clear pulse on the business. You’ll identify opportunities to optimize Figma’s product support operations. As a problem solver, you will dig into data to find root causes, identify trends, uncover blind spots, and help to answer questions about the customer and employee experience. You will present data to the team in a manner that is effective, tangible, and tells a clear story.
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you’ll do at Figma:
- Build data pipelines that enable reliable, accurate, and timely data insights
- Enable product support to capture customer, product, and team performance insights
- Develop and maintain workforce capacity models to forecast staffing needs
- Support the measurement of AI augmented support processes, including experiment design, metric design, and data pipelines
- Collaborate with our data science and engineering teams to build, document, and manage our Product Support data structure and pipelines.
We'd love to hear from you if you have:
- 3+ years of relevant experience
- Proficiency in SQL and querying databases using tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode, Explore, and Hex)
- A deep understanding of statistical analysis and data modeling techniques
- Experience building complex ETL jobs
- Proven track record of presenting technical findings to non-technical stakeholders
- Experience problem-solving through issues that impact the customer and product support teams
While not required, it’s an added plus if you also have:
- Experience supporting a technical SaaS company in a senior analyst capacity
- Experience developing in DBT
- Proficiency in R and/or Python
- Applied ML experience
Pay Transparency Disclosure
If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.
Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.
Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link.
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.
Examples of accommodations include but are not limited to:
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.
Average salary estimate
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Are you ready to take your data analysis skills to the next level? Figma, a cutting-edge company on a mission to make design accessible for everyone, is searching for a talented Technical Operations & Insights Analyst to join us! In this role, you'll be an integral part of our Product Support Operations and Strategy team, using your analytical prowess to enhance our product support experience. Your days will be filled with building data pipelines that deliver accurate insights, collaborating with passionate team members, and digging deep into data to unearth trends that can revolutionize how we operate. As a problem solver, you'll not only identify challenges but also discover opportunities to optimize processes and improve customer experiences. Whether you're based in San Francisco, New York, or working remotely, you'll have the chance to present your findings in a way that tells a compelling story and drives actionable change. With a focus on growth and learning, we believe in hiring curious individuals who want to develop their skill sets. So, if you have a knack for working with SQL, presenting technical insights to non-technical folks, and a love for data, we’d love to hear from you! Come join Figma’s amazing culture and contribute to shaping the future of design collaborative tools. Your journey begins here!
By
Figma
Born on the web, Figma is a collaborative online platform designed for teams to create, share, test, and deliver superior designs from start to finish.
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