Data Analytics Support Engineer

Description

Join the company and be a Force for Good.

At the company, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at the company is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The company Records and the company Standards are changing how law enforcement completes report writing and scene documentation, and the data behind those products is how agencies run their operations. We are looking for a Data Analytics Support Engineer who combines Power BI and SQL expertise with hands-on Datastore support to keep customer analytics running and improving.

This role sits within our Support organization. Customer requests arrive as support tickets, and you will own them from intake to resolution. Most tickets involve enhancing or fixing existing dashboards, with some requests for new ones. You will also watch for customer dashboard outages, triage them quickly, and either fix them or bring in the right teams. In addition, you will serve as a Datastore support engineer for Records and Standards customers. If you like getting close to users, solving problems fast, and supporting a mission critical product, this is the role for you.

Responsibilities

• Location: Remote. Up to 20% travel. Must be within commutable distance to one of our Hub locations: Scottsdale AZ, Seattle WA, Boston MA, Atlanta GA.
• Reports to: Director, Data Integration and Architecture
• Dashboard and analytics support
• Own customer support tickets for analytics from intake to resolution, logging detailed notes on each interaction
• Modify and enhance existing Power BI dashboards and reports, including adding metrics, visuals, filters, and fields
• Diagnose and fix issues in customer dashboards, data models, and refreshes
• Build new dashboards and reports when requested, using the company's standard templates and best practices
• Optimize data models and queries for performance and efficiency
• Use AI tools (such as Cursor, Claude, and Gemini) to speed up SQL development, dashboard building, and troubleshooting
• Dashboard monitoring and incident response
• Monitor and maintain the customer dashboard alerts channel
• When a customer dashboard goes down, triage the issue, find the root cause, and fix it, or work with Engineering, Datastore, and Integrations teams to resolve it
• Communicate status and resolution to internal stakeholders and customers, and follow up to confirm everything is working
• Identify recurring failures and work with partner teams to prevent them
• Datastore support
• Provide front line Datastore support to the company Records and Standards customers
• Write and troubleshoot SQL queries to meet customer reporting needs
• Research, diagnose, and resolve issues with the company Datastore and related RMS data
• Work with customers to determine urgency and set priority across engineering teams
• Follow up with customers to make sure systems are fully functional after troubleshooting
• Knowledge sharing and collaboration
• Write knowledge base articles on top issues and common dashboard fixes
• Report bugs and trends to Product and Engineering teams
• Partner with the Analytics, Datastore, Conversions, and Integrations teams to resolve cross-functional issues
• Be a product subject matter expert in analytics and reporting for the company Records and Standards
• What You Bring
• 3+ years of experience supporting cloud-based products, ideally in analytics, reporting, or public safety software
• Strong proficiency in SQL, including writing, modifying, and troubleshooting queries on relational databases (SQL Server Management Studio, MySQL)
• Hands-on experience building and supporting Power BI dashboards and reports (experience with Tableau, SSRS, or Crystal Reports is also valued)
• Experience with JSON and XML
• Knowledge of computer and server environments, operating systems, and storage
• Familiarity with AI assisted development tools to write and troubleshoot SQL and build dashboards more efficiently
• Strong ticket management discipline, including prioritization, documentation, and follow-through
• Strong communication skills, with the ability to work with both technical and non-technical customers and colleagues
• Intellectual curiosity, autonomy, accountability, and a positive approach
• Ability to work independently with substantial latitude, as part of a collaborative team
• Knowledge of public safety and crime analysis is preferred
• Bachelor's degree or equivalent experience in computer science or data analytics is preferred

Benefits

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• And yes, we have snacks in our offices
• Benefits listed herein may vary depending on the nature of your employment and the location where you work.
• Don’t meet every single requirement? That's ok. At the company, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
• Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
• Important Notes
• The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
• Some roles may also require legal eligibility to work in a firearms environment.
• The company’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as the company’s impact on the environment. All the company employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. The company employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
• We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email the company's site. Please note that this email address is for accommodation purposes only. The company will not respond to inquiries for other purposes.
• Phishing alert: the company will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at the company's site . If you receive a suspicious offer or outreach from an email address that is not @the company's site , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to the company's site .