Technical Support Manager

We are looking for a technically skilled, self-motivated, customer-focused manager to lead a team of high energy Support Engineers. In this role you will be responsible for hiring, developing and mentoring team members as well as delivering against key performance metrics. You'll lead process improvements for customer and partner growth, retention, and excellence, while fostering individual contributions and driving cross-functional projects that spark innovation and collaboration. You need to be comfortable working in a fast paced environment and continuously challenge the team to step outside their comfort zone. Minimum Education Requirement This position requires a U.S. Bachelor's degree (or foreign equivalent) in Computer Science, Software Engineering, Information Systems, Data Science, or a closely related technical field. This requirement is a minimum and cannot be substituted by work experience alone. What You Will Be Doing Become a product expert. We are a data driven group and expect you to become fully proficient in Sigma. Lead a team of exceptional product experts providing the Sigma user base with an excellent customer experience. Hire, develop and train a strong team of Support Engineers on an ongoing basis. Collaborate with cross-functional groups — Engineering, Design, Product, Customer Success, Sales, and Marketing ensuring delivery of a great customer experience. Manage and develop a strategy toward key metrics: CSAT, Initial Response (IR), SLA, Time to Resolution (TTR). Continuously refine processes to optimize efficiency, elevating customer support operations. Uncover golden insights within Support data, translating them into actionable strategies for continuous improvement. Develop a reputation for excellence, high credibility and integrity with peers across the org. Qualifications We Are Looking For 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people management role. Computer Science fundamentals. Strong domain expertise in databases and business intelligence. Comfortable with CDW environment/concepts. Proficient in SQL and data modeling concepts. A proven track record of building trust with customers and bringing issues to resolution quickly. Are curious, love to learn and to dig into new technologies and can pick them up quickly. Excellent verbal and written communication skills. Highly Desirable Skills & Experience Managed a team supporting a SaaS product. Experience working with Snowflake, Redshift, or BigQuery. Knowledge of GCP or AWS. Startup experience. Additional Job details The base salary range for this position is $140k - $170k annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Sigma Computing. This role is eligible for bonus and stock options, as well as a comprehensive benefits package. About us: Sigma is the AI apps and analytics platform connected to the cloud data warehouse. Using Sigma, business and technical teams can build intelligent, production-ready AI apps that accelerate and automate operational workflows. Sigma provides a spreadsheet interface, SQL and Python editors, visual builders, and native AI to help teams turn live data into interactive applications, analysis, reports, and embedded experiences. Sigma announced its $200M in Series D financing in May 2024, to continue transforming BI through its innovations in AI infrastructure, data application development, enterprise-wide collaboration, and business user adoption. Spark Capital and Avenir Growth Capital co-led the Series D funding round, with additional participation from a group of past investors including Snowflake Ventures and Sutter Hill Ventures.The Series D funding, raised at a valuation 60% higher than the company’s Series C round three years ago, promises to further accelerate Sigma’s growth. Come join us! Benefits For Our Full-Time Employees: Equity Generous health benefits Flexible time off policy. Take the time off you need! Paid bonding time for all new parents Traditional and Roth 401k Commuter and FSA benefits Lunch Program Dog friendly office Sigma Computing is an equal opportunity employer. We are committed to building a smart and strong team regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We look forward to learning how your experience can enable all of us to grow. Note: We have an in-office work environment in all our offices in SF, NYC, and London. Our Privacy Practices When you submit a job application on this site, Sigma processes your personal data for the purposes of evaluating your candidacy for employment at Sigma and as otherwise needed throughout the recruitment and hiring process. Please review Sigma’s Candidate Privacy Notice for more details. Please note that your personal data may be transferred to a country other than the one in which it was provided (including to USA, the UK, and Canada). Sigma’s use of AI This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.