{"id":2913776,"url":"https://alion.io/job/eneba-data-analyst-customer-support","title":"Data Analytics Engineer - Customer Support","company":{"id":56406,"name":"Eneba","domain":"eneba.com","url":"https://alion.io/company/eneba","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Data Science","role_family":"Data Science","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["LT"],"hiring_countries_total":1,"salary":{"min":45240,"max":48900,"currency":"EUR","period":"year","gross":null,"usd_annual":54891},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Claude","optional":false},{"name":"Databricks","optional":false},{"name":"dbt","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Power BI","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false},{"name":"AI Agents","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-20T08:35:45Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T03:43:14Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Eneba\nAt Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.\nAbout your team\nOur Customer Support operation is scaling and becoming more automated. As our first dedicated Customer Support Data Analytics Engineer, you’ll sit in Operations and work hand in hand with the Customer Support team, the Head of Operations, Product, Engineering, Payments and Risk. You’ll explain why customers contact us, measure what self-service and automation actually resolve, and help the team decide what to fix first based on evidence.\nYou’ll work with Databricks (SQL), Kustomer, QuickSight, Mixpanel, Jira and Slack, on top of an internal data layer with Claude integrated. Current focus: AI and automation in support, and building and optimising our support metric stack.\nResponsibilities\nReusable data models: Build and maintain dbt models on Databricks across bronze, silver and gold layers, with tests, column documentation and incremental logic, so the next person can build on them.\n\nData mapping and feasibility: Know what data we have, what is missing and how it connects. Join sources that were never designed to be joined, audit contact tagging so reporting stays reliable, and judge early whether a requested metric is buildable. If it isn’t, say exactly which data is missing and what it would take to get it.\n\nMetric design: Turn vague requests from the Customer Support team into exact metric definitions, such as repeat contact, automated deflection rate and cost per contact, and prove each one against raw data before it ships.\n\nDashboards and reporting: Build dashboards end to end in QuickSight and Omni (datasets, calculated fields, filters). Deliver weekly support performance packs with actionable insights and thresholds for ops managers and leadership.\n\nDaily operations pulse: Monitor volumes, backlog, SLAs and CSAT to flag spikes early. Investigate “this number looks wrong” cases by tracing a visual back through the model to the source table.\n\nContact-driver and feedback analysis: Identify why customers contact us by product, spot growing issues, and analyse QA and customer feedback to surface coaching themes and process gaps.\n\nAutomation and self-service: Measure how well AI, bots and help content resolve issues, including repeat contacts and CSAT.\n\nRoot-cause partnership: Partner with Product, Payments and Risk to quantify the impact of issues and track fixes.\n\nPlanning input: Help forecast contact volume and capacity needs.\n\nRequirements\n3+ years of experience as a Data Analytics Engineer in Customer Support, contact-centre or CX environments.\n\nStrong SQL and hands-on experience with BI and reporting tools (we use QuickSight; Power BI, Looker or similar is fine).\n\nSolid knowledge of customer support metrics and contact-driver analysis: CSAT, FCR, handling time, repeat contact, deflection.\n\nAbility to turn insights into operational changes with non-technical stakeholders.\n\nCuriosity about why customers get in touch and what would stop the issue from happening again. You care more about changing outcomes than producing dashboards.\n\nGood written and spoken English (proficiency preferred).\n\nNice to have\nPython or text analytics on ticket data.\n\nExperience with a support CRM’s data\n\nForecasting experience.\n\nExperience evaluating chatbots or AI agents.\n\nBackground in digital goods or gaming.\n\nWhat it’s like to work at Eneba\n*Opportunity to join our Employee Stock Options program.\n*Opportunity to help scale a unique product.\n*Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.\n*Paid volunteering opportunities.\n*Work location of your choice: office, remote, opportunity to work and travel.\n*Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.\n*Please attach CV's in English.\n*To find out about how we handle your personal data, make sure to check out our Candidate Privacy Notice https://www.eneba.com/candidate-privacy-notice\n#LI-DNP","description_format":"text","description_chars":4415,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":["Stock options"],"hiring_locations":[{"name":"Lithuania","iso":"LT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Gift Cards & Loyalty Programs","Marketplaces","Digital Goods"],"lifecycle":[{"event":"open","at":"2026-10-20T10:19:12Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":51,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":54891,"is_top_pay":false},"html_url":"https://alion.io/job/eneba-data-analyst-customer-support","json_url":"https://alion.io/job/eneba-data-analyst-customer-support.json","meta":{"generated_at":"2026-10-23T05:03:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8314,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":56406},"rest":"https://alion.io/mcp/rest/get_company?id=56406"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feneba-data-analyst-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feneba-data-analyst-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feneba-data-analyst-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eneba-data-analyst-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feneba-data-analyst-customer-support"}]}