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Senior Data Scientist

You remember the first time you wrote a script that actually worked—maybe a Python one-liner, a scrappy Excel formula, or even an SQL query. That little spark of 'Whoa, I just made data do something.' felt just as exhilarating as the moment you saw your first model running in production. Fast forward to today. If embeddings dance in your dreams and experimenting with LLMs and crunching datasets puts a skip in your step, well we’ve got the gig for you.

We’re on a mission to reimagine the IT help desk — taking the mundane and making it smarter, faster, and way less painful. As a Senior Data Scientist, you’ll be at the forefront of this transformation, wielding machine learning, AI, and all your data wizardry to build solutions that make a difference while they make smiles bloom across our customers.

We believe that data science (whether that's a prompt, a new fancy shmancy model or a tried and true statistical method) is the key to transforming tedious IT requests into truly magical experiences. More importantly, we think people belong at the center of this transformation.

As a senior data scientist, you'll be working with a team of people who care -- about our customers, about our world, and about each other. We're looking to build and scale a texture of interactions that put people at the center of technology. You'll operate at the crossroads of engineering, product development, operations, and customer success to uncover patterns in large datasets, predict trends, and optimize our service delivery. You’ll act as an expert communicator, effortlessly breaking down complex technical research and making it clear for teammates from all backgrounds. Additionally, you’ll drive continued innovation by proposing and leading new areas of research.

We believe the combination of ingenuity, technology and care can build amazing moments for our customers -- helping them see around corners and solving problems before they happen, and we think there's a place at the center of this for you.

What we can do for you

• Offer a nurturing environment where your skills and contributions are valued and celebrated.
• Provide many opportunities for professional growth, learning, and development in the field of data science and beyond.
• Give you a chance to work with cutting-edge technology and influence the future of IT help desk services.
• Surround you with a culture that values impact over pure research, so you’ll feel the difference your work is making.
• Offer you the opportunity to work with modern tech and help shape the tech stack our data science team uses as we grow.

What you can do for us

• Lead full-lifecycle data science projects, from conceptualization to deployment and ongoing maintenance.
• Elevate our standards on the data science team when it comes to operational excellence.
• Collaborate with our operations, engineering, and service delivery teams to ensure seamless integration and management of our machine learning capabilities.
• Communicate complex data science concepts effectively to a diverse range of stakeholders so we get the outcomes we want and capture learnings along the way.
• Use your expertise to find simple, effective solutions when advanced models aren’t required.
• Engage in continuous learning and sharing, fostering an environment of collective growth and innovation across departments.
• Bring clarity and understanding to complex data science projects.
• Foster a culture of collaboration and continuous improvement.
• Champion our values of curiosity, adaptability, and teamwork.

What you should bring with you

• 5+ years of experience in data science along with a knack for creating impactful models and drawing insightful conclusions.
• Proficiency in data science frameworks like scikit-learn, plotly, pandas, and numpy.
• A strong statistical background, especially in time series analysis.
• A passion for quality, with experience implementing tests and upholding engineering standards in data science.
• Excellent communication skills and an ability to engage both technical and non-technical audiences.
• A growth mindset that’s open to learning and deploying LLM technologies.

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