Sigma Computing is seeking a Technical Support Engineering Manager to lead Support Engineering in San Francisco. In this onsite role, you will guide a team of Support Engineers, stay close to complex customer escalations, and drive measurable improvements across support performance, processes, and cross-functional outcomes.
You will own strategic areas of the Support organization end to end, translating customer and operational insights into actions that improve customer experience, efficiency, and business results. The position is designed for a technically strong people leader with experience supporting enterprise data platforms.
What you’ll do
- Become a product expert and remain technically close to complex, critical customer escalations.
- Lead a team of product experts to deliver an excellent customer experience for the Sigma user base.
- Hire, develop, and train Support Engineers on an ongoing basis.
- Own strategic Support areas end to end, from strategy through measurable outcomes.
- Partner with Engineering, Product, Customer Success, Sales, and Marketing to resolve customer challenges and deliver cross-functional results.
- Drive performance against key Support metrics including CSAT, Initial Response, SLA, and Time to Resolution.
- Continuously refine processes to improve operational efficiency and elevate support operations.
- Identify “golden insights” within Support data and turn them into actionable strategies for better customer experience, operational efficiency, and business outcomes.
- Build credibility and integrity with peers across the organization.
What you bring
- A U.S. Bachelor’s degree (or foreign equivalent) in Computer Science, Software Engineering, Information Systems, Data Science, or a closely related technical field.
- 5+ years of industry experience supporting data platforms in an enterprise environment, with 2+ years in a people management role.
- Strong Computer Science fundamentals and domain expertise in databases and business intelligence.
- Comfort with CDW environment and concepts.
- Proficiency in SQL and data modeling concepts.
- A track record of building customer trust and bringing issues to resolution quickly.
- Curiosity and a drive to learn new technologies quickly.
- Excellent verbal and written communication skills.
Tools and technologies
- SQL, Snowflake, Redshift, BigQuery
- GCP, AWS, Python
Preferred experience
- Managed a team supporting a SaaS product.
- Experience with Snowflake, Redshift, or BigQuery.
- Knowledge of GCP or AWS.
- Startup experience.
Compensation and benefits
The base salary range for this position is $140,000 - $170,000 per year. Compensation may vary outside of this range based on qualifications, skills, competencies, and experience. Base pay is part of the Total Package, which includes eligibility for stock options and a comprehensive benefits package.
- Equity / stock options
- Generous health benefits
- Flexible time off policy
- Paid bonding time for all new parents
- Traditional and Roth 401k
- Commuter and FSA benefits
- Lunch Program
- Dog friendly office
- Comprehensive benefits package
Role details
- Location: San Francisco, CA (onsite)
- Work environment: In-office in all offices in SF, NYC, London, and Sydney
- Travel: 25% travel expectation unless explicitly stated otherwise
AI in the hiring process
This hiring process uses artificial intelligence tools to assist with candidate screening and assessment. These AI tools are intended to complement, not replace, human decision-making.
