Technical Support Manager
Lead and mentor a team of Support Engineers for a data analytics SaaS platform, driving performance metrics, process improvements, and cross-functional collaboration. Requires 5+ years supporting data platforms and 2+ years people management.
About the job
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.
Compensation & Benefits
- Base salary range: $140k - $170k annually.
- Eligible for stock options.
- Comprehensive benefits package including equity, generous health benefits, flexible time off, paid bonding time, 401k, commuter and FSA benefits, lunch program, dog friendly office.
Skills
SQL, Data Modeling, Snowflake, Redshift, BigQuery, GCP, AWS, Business Intelligence, Databases, Saas Support
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