At Help Scout, we make software that helps more than 12,000 small businesses talk with their customers. We’re a remote-first company, with 140 employees working from 80+ cities all over the world and we’ve staked our reputation on being helpful, human, and existing for profit and purpose. We’re also a Certified B Corporation! This year, we’re taking these values to the next level as we reintroduce ourselves to our audience of customer service professionals, small business leaders, and startup founders. 

As an Analytics Engineer at Help Scout, you’ll work closely with Product, Sales, and Marketing teams to explore new data sets, analyze trends and define metrics, and present data to the rest of the team wherever they need it(Looker dashboards, Slack alerts, or syncing data into Salesforce and other 3rd party tools).

A note about our current tech-stack:

• We use BigQuery as our data warehouse. Data is synced into staging tables via a combination of Fivetran and AWS data loading services. The raw data is transformed into production data models using our (heavily tested) dbt project. Data is served to the rest of the company through Looker for dashboards, as well as Census to sync data into Salesforce and Hubspot. 

About the Role:

• You'll foster a data-driven culture at Help Scout by providing training and creating resources (documentation, screencasts, etc) to empower others to perform their own analyses.
• You'll work directly with Product, Marketing, Sales, and other teams to gather requirements, deliver analyses and iterate on key metrics.
• You'll document your work and share new and surprising insights with the rest of the company.
• You'll proactively analyze data and partner with internal teams to act on the insights you discover.
• You'll build and test dbt models and create Looker dashboards.
• Salary: We have an internal transparent salary matrix for each team. Read more about how we approach compensation here! For this role, we have $143,000 to 156,000 USD slated in the budget.

About You:

• You bring software engineering principles (composability, testing, etc) to your analytics work.
• You have experience working with a modern data stack, including dbt and a cloud data warehouse (BigQuery, Snowflake, Redshift, etc).
• You have extensive experience writing SQL - including CTEs, window functions, aggregations, and various join types.
• You like working directly with business teams to explore and gain insight from new data sets.
• You can manage competing priorities really well, between large, in-depth projects and ad hoc requests to support the business day-to-day.
• You are a curious, technical all-arounder who gets stuff done. You care deeply about the details but are able to step back and see the big picture, engineering holistic solutions from multiple and sometimes conflicting requirements.
• You are an excellent communicator who can write and speak with empathy. Clear communication is very important in a remote culture like ours.

Bonus Points:

• You have worked in a fast-growing SaaS business and are familiar with common marketing, sales, and finance metrics.
• You have worked with Looker and written LookML before.
• You have interest in or experience with creating and using machine learning models.
• You have experience with programming languages like Python, Ruby, or JavaScript.

Who You'll Be Working With:

• Michael Peterson, Data Lead. This role reports to Michael - you’ll chat with him often to learn more about the company and our tech stack.
• The Product Team (Mariah,Kelly, Whitney, Julie, Keisha, Jade, Zuzana, and Christine). You’ll work very closely with the Product Managers to define metrics and create reporting on features as they launch.
• Shawna Fisher, CFO. The Data Team is part of the Finance org so we work closely with Shawna and the rest of the Finance team (KJ, Kyle, and Jenny).
• Stuart Blake, VP of Sales and Amy Panza, Sales Coach. You’ll work with Stuart, Amy, and the rest of the Sales Team to report on sales activities and revenue targets. 

#LI-Remote

Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.

Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.

Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.

401k with 1% match- via Betterment for Business (currently US only)

Personal Development stipend - Up to $1,800 per year to improve your craft

Bonuses - everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals.

Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere.

Complete transparency - Everyone has full access to business metrics and financial information about the company.

Help Scout is made by roughly 120 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries.

We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.

We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.

We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.

We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.