Technical Support Engineering Manager
About The Position
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.
Requirements
- 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.
Nice To Haves
- Managed a team supporting a SaaS product.
- Experience working with Snowflake, Redshift, or BigQuery.
- Knowledge of GCP or AWS.
- Startup experience.
Responsibilities
- Become a product expert and stay technically close to complex and critical customer escalations.
- 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.
- Own strategic areas of the Support organization end to end, from strategy through measurable outcomes.
- Partner across Engineering, Product, Customer Success, Sales, and Marketing to solve customer challenges and drive cross-functional outcomes.
- Drive performance against key Support metrics, including CSAT, Initial Response, SLA, and Time to Resolution.
- Continuously refine processes to optimize efficiency, elevating customer support operations.
- Uncover golden insights within Support data, translating them into actionable strategies that improve customer experience, operational efficiency, and business outcomes.
- Develop a reputation for excellence, high credibility and integrity with peers across the org.
Benefits
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
