Data Analyst - Support Operations

About the role

We’re looking for a Data Analyst who is highly skilled in SQL and passionate about data validation and integrity. In this role, you’ll serve as the connective tissue between our data warehouse and operational reporting. You’ll play a critical role in validating datasets, building trusted data connections, and ensuring the accuracy of all reporting for broader Support functions and Workforce Management. You’ll also help scale our AI-driven support initiatives by delivering insights on automation impact and helping track the performance of AI solutions across channels.

This role is hybrid based in Austin, TX (Tuesday, Wednesday and Thursday in office). 

About the team

The Support Operations team is responsible for delivering efficient, scalable, and high-quality customer support. Data is at the core of how we plan, execute, and measure our success. You’ll work closely with Workforce Management, BI, and Support leadership to ensure that all reporting—from ticket trends to staffing insights to AI performance—is based on reliable, validated data.

What will you be doing?

• Write and optimize complex SQL queries to extract, join, and transform support and workforce-related datasets
• Conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems
• Develop innovative solutions to resolve data issues
• Own the data layer powering all WFM reporting—adherence, staffing, scheduling, productivity, and real-time performance
• Build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality
• Track and analyze customer interaction trends across support channels, including AI-assisted and automated workflows
• Present clear and precise information regarding the state of the business
• Collaborate with BI and engineering to correct logic errors, improve data structure, and ensure reporting reliability
• Partner with stakeholders to define key metrics and performance indicators related to both agent and AI-driven support
• Document data definitions, logic, and processes to maintain clarity and consistency across systems

What are we looking for?

• 2+ years of experience in a data analyst role with a strong command of SQL (window functions, CTEs, aggregation, optimization)
• 2+ years of experience with Looker or equivalent database systems
• Proven experience validating large datasets across multiple systems and resolving discrepancies
• Familiarity with support platforms (Zendesk, Assembled, Zoom Phone) and common support metrics (CSAT, SLA, AHT, deflection, etc.)
• Strong understanding of AI and automation in support, and how to measure impact (containment, escalation, satisfaction)
• Experience building clean, usable dashboards in Looker, Tableau, or similar BI tools
• Strong communication skills—you can confidently explain query logic and discrepancies to both technical and non-technical partners
• Highly detail-oriented, with a relentless commitment to data accuracy and reporting reliability

What will make you stand out?

• Experience supporting or scaling AI/automation efforts in support operations
• Familiarity with analyzing performance of chatbots, virtual agents, or AI deflection flows
• Experience working alongside a WFM or Support Ops team
• Knowledge of modern data stacks (BigQuery, dbt, Airflow)
• Ability to spot inefficiencies in data structure or processes and propose scalable, data-informed solutions

The Tech

• Zendesk Workforce Management 
• Google Suite 
• Zoom Phone 
• Looker
• Confluence
• Zapier 
• Slack

What do we offer?

• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 🌅 We offer 12 paid holidays for all of our US employees!
• 💰401k employer matching program – because your future deserves a friendly boost!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
• 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
• 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
• 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
• 💪🏽We offer gym discounts to help you stay fit and healthy!
• 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way. 
• 🔗 Employee Referral Program! We reward employees helping us find top talent!
• 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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