Support Operations Architect

Base Power Company; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Base is redefining customer experience by owning end-to-end support analytics and scalable systems. You’ll drive data-driven decisions, build models and dashboards, and forecast staffing needs to keep pace with demand.

You’ll own critical information delivery to leadership and customers, improving clarity and outcomes across Product, Engineering, and Operations. The role emphasizes root-cause analysis, robust communication, and instrumenting processes that scale as Base grows.

Qualifications

• 4–8+ years in a role with analytical rigor and direct ownership of a customer- or member-facing function—support, operations, content, or something adjacent.
• Strong ability to work with data—comfortable building your own models, dashboards, and forecasts from scratch, not just reading someone else’s.
• Strong writing and communication instincts—you can make something complicated simple, clearly, and for a general audience.
• Experience owning the tools and systems a team depends on—you've shaped how they're used, not just used them.
• A bias toward root cause over triage—you'd rather fix why something keeps happening than get faster at handling it.
• Comfort operating where infrastructure is still being built—you build the systems, not just work within them.

Responsibilities

• Understand support performance end to end—track it closely, catch problems early, and act fast when something's at risk.
• Forecast what the team will need to handle what's coming, and make sure staffing and capacity keep pace.
• Build the reporting and tooling that give you and leadership real visibility into how support is actually performing.
• Find the root cause behind recurring issues, then fix it—not just the symptom in front of you.
• Own the information and communication members rely on before, during, and after they need help, and keep improving it based on what the data tells you.
• Work closely with Product, Engineering, and Ops to close gaps wherever they show up, regardless of which team technically owns the fix.
• Hold the whole operation accountable to the metrics that actually matter to members, not just the ones that are easiest to report.

Skills

Data analysis

Dashboard development

Cross-functional collaboration

Written communication

Root-cause analysis

Operations awareness

Tools

SQL

Looker/BI

Job description

Base is redefining customer experience by owning end-to-end support analytics and scalable systems. You’ll drive data-driven decisions, build models and dashboards, and forecast staffing needs to keep pace with demand.

You’ll own critical information delivery to leadership and customers, improving clarity and outcomes across Product, Engineering, and Operations. The role emphasizes root-cause analysis, robust communication, and instrumenting processes that scale as Base grows.