# Technical Support Manager

**Company:** [Sigma](https://hotfix.jobs/companies/sigma)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $140k – $170k/yr
**Experience:** 5+ years
**Skills:** SQL, Data Modeling, Snowflake, Redshift, BigQuery, GCP, AWS, Business Intelligence, Databases, Saas Support
**Posted:** 2026-06-10

> 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.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/c27bb411-8454-4872-ae6b-68863cc62dd0
**Canonical:** https://hotfix.jobs/jobs/c27bb411-8454-4872-ae6b-68863cc62dd0