Data Analyst, User Operations

Job summary

Responsibilities

The User Operations team owns the support experience for Cursor's users - from individual developers to our largest enterprise accounts. As we've scaled across regions, the volume and richness of our support data has grown faster than our ability to make sense of it.

• Build and own the reporting layer for Support: ticket volume, SLA attainment, resolution times, help center performance, CSAT/CES/sentiment, and capacity utilization across…
• 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…
• 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…
• 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

Tech stack

• SQL
• dbt