Senior Business Intelligence Analyst

About the role:

The Senior Business Intelligence (BI) Analyst will be a key technical contributor within the Data Analytics function of the Support Operations organization. They will demonstrate deep expertise in querying, structuring, and visualizing actionable data to drive operational improvements for The Support organization. The Senior BI Analyst will work closely with cross-functional business leaders, tech leads, and other support functions to translate business and technical requirements into concrete quantitative analysis and AI-enriched dashboards, with the goal to uncover insights, streamline decision-making, and enhance operational efficiency across the Support organization. This role is critical in driving the adoption of analytics tools and fostering a data-driven culture within Samsara.

The ideal candidate will have deep experience working with cross-functional teams to solve highly technical business problems through effective data visualization and manipulation, and is eager to pursue various data-related projects in a fast-moving environment. The role reports to the Director of Global Support Operations & Strategy.

This is a remote position open to candidates residing in Mexico. Relocation assistance will not be provided for this role. 

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development and countless opportunities to experiment and master your craft in a hyper-growth environment.
• You're energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together, and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

In this role, you will work on: 

• Data structures: Leveraging the language of choice (e.g., SQL, Python) to shape, structure, and optimize data sets for analysis
• Dashboarding: Designing, creating and maintaining scalable BI solutions, complex dashboards and other summary visualizations to deliver actionable insights and drive data-informed decision-making across the organization.
• Actionable analysis: Performing a variety of exploratory analyses by integrating and optimizing data from multiple sources, which will help us understand the health of the Support organization and identify opportunities for improvement and optimization .
• Analytical modeling: Building analytical models to identify patterns, anomalies, and root causes (e.g., analyzing ticket data to proactively identify common customer issues)
• Cross-functional collaboration: Leading meetings with technical and non-technical leaders to understand data structures, dashboard requirements, and business priorities, and identify and address key business challenges 
• Mentorship: Mentor junior analysts and share best practices in BI development, fostering a culture of continuous learning and improvement.
• Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 8+ years of experience in business intelligence, data analytics, or a related field.
• Hands-on experience in designing and managing Tableau dashboards 
• Strong proficiency in SQL, data visualization and manipulation, and dashboard development.
• Ability to communicate technical concepts and insights to non-technical stakeholders effectively.
• A collaborative mindset, with experience working cross-functionally to solve complex business problems.
• A bachelor's degree in a relevant field (Business Analytics, Data Science, Computer Science, Statistics, Mathematics, etc.) or equivalent coursework in a quantitative discipline.

An ideal candidate also has:

• Experience with CRM and ticketing tools, specifically Zendesk or Salesforce data
• Experience in a Customer Support or Customer Support organization, with an understanding of relevant KPIs and processes
• Experience with B2B hardware and SaaS products
• Experience partnering with leadership to solve business problems