Technical Support Manager

Responsibilities

• Lead a team of Support Engineers to provide an excellent customer experience
• Hire, develop, and train a strong team of product experts
• Collaborate with Engineering, Design, Product, Customer Success, Sales, and Marketing
• Manage strategy for key metrics including CSAT, Initial Response, SLA, and Time to Resolution
• Refine processes to optimize efficiency and elevate support operations
• Translate support data into actionable strategies for continuous improvement

Requirements

• U.S. Bachelor's degree in Computer Science, Software Engineering, Information Systems, Data Science, or related field
• 5+ years of industry experience supporting data platforms in an enterprise environment
• 2+ years in a people management role
• Strong domain expertise in databases and business intelligence
• Proficiency in SQL and data modeling concepts
• Understanding of CDW environment and concepts
• Proven track record of building customer trust and resolving issues quickly

Preferred Qualifications

• Experience managing a team supporting a SaaS product
• Experience with Snowflake, Redshift, or BigQuery
• Knowledge of GCP or AWS
• Startup experience

Benefits

• Equity
• 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

About the Company

Sigma is the AI Apps and agentic analytics platform built on the cloud data warehouse. Business and technical teams use Sigma to explore live data, build intelligent applications, and automate critical workflows. Sigma is trusted by more than 2,000 customers, including AMD, Duolingo, Colgate-Palmolive, and JPMorgan Chase.