Technical Support Manager

Sigma Computing•San Francisco, CA

4d•$130,000 - $160,000•Onsite

About The Position

About the role: 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. 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.

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, BigQuery.
Knowledge of GCP, AWS.
Startup experience.

Responsibilities

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.