Auctane is looking to solve the problem of ensuring data accuracy and reliability in their support operations, specifically in validating datasets, building trusted data connections, and delivering insights on automation impact.
Requirements
- 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
- Knowledge of modern data stacks (BigQuery, dbt, Airflow)
Responsibilities
- 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
Other
- Highly detail-oriented, with a relentless commitment to data accuracy and reporting reliability
- Strong communication skills—you can confidently explain query logic and discrepancies to both technical and non-technical partners
- Ability to sit for prolonged periods of time
- Ability to utilize wrist and hands for a prolonged period of time
- Ability to lift up to 25lbs without assistance up to chest height
