Engineering Manager, Technical Support

Sigma; San Francisco (CA); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

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

Job summary

Sigma Computing is seeking a technically skilled, customer-focused Manager to lead a team of Support Engineers in SF. You will hire, develop and mentor team members, drive KPIs, and own end-to-end areas of the Support org, collaborating with Engineering, Product, Customer Success, Sales, and Marketing.

You must have a US Bachelor's degree in CS, SE, IS, Data Science, or related field and 5+ years supporting data platforms with 2+ years in people management.

Qualifications

• 5+ years of industry experience supporting data platforms in an enterprise environment.
• 2+ years in a people management role.

Responsibilities

• Become a product expert and stay technically close to complex customer escalations.
• Lead a team of exceptional product experts providing Sigma user base with an excellent customer experience.
• Hire, develop and train a strong team of Support Engineers on an ongoing basis.
• Own strategic areas of the Support organization end to end, from strategy through measurable outcomes.
• Partner across Engineering, Product, Customer Success, Sales, and Marketing to solve customer challenges and drive cross-functional outcomes.
• Drive performance against key Support metrics, including CSAT, Initial Response, SLA, and Time to Resolution.
• Continuously refine processes to optimize efficiency, elevating customer support operations.
• Uncover golden insights within Support data, translating them into actionable strategies that improve customer experience, operational efficiency, and business outcomes.
• Develop a reputation for excellence, high credibility and integrity with peers across the org.

Skills

Leadership

Customer focus

Mentoring

Cross-functional collaboration

SQL proficiency

Education

Bachelor's degree in Computer Science, Software Engineering, Information Systems, Data Science, or related field

Tools

Snowflake

Redshift

BigQuery

GCP

AWS

SQL

Job description

Sigma Computing is seeking a technically skilled, customer-focused Manager to lead a team of Support Engineers in SF. You will hire, develop and mentor team members, drive KPIs, and own end-to-end areas of the Support org, collaborating with Engineering, Product, Customer Success, Sales, and Marketing.

You must have a US Bachelor's degree in CS, SE, IS, Data Science, or related field and 5+ years supporting data platforms with 2+ years in people management.