Technical Support Manager

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.