Engineering Support Manager - Data Platform

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

Benefits offered by this job

Equity

Flexible time off

Paid bonding time for new parents

Traditional and Roth 401k

Commuter and FSA benefits

Lunch Program

Dog friendly office

Job summary

Sigma Computing seeks a technically skilled, customer-focused Support Engineering Manager to lead a fast-paced team in SF. You will hire, mentor, and develop staff while driving cross-functional initiatives across Engineering, Product, and Customer Success to improve CSAT and operational efficiency.

You’ll own strategic areas of the Support organization end to end, delivering measurable outcomes and a superior Sigma user experience.

Qualifications

• U.S. Bachelor's degree (or foreign equivalent) in Computer Science, Software Engineering, Information Systems, Data Science, or closely related field.
• 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people management role.
• Strong domain expertise in databases and business intelligence.
• Proficient in SQL and data modeling concepts.
• Excellent verbal and written communication skills.

Responsibilities

• Become a product expert and stay technically close to complex and critical 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

SQL

Data modeling

Leadership

Customer focus

BI fundamentals

Communication

Mentoring

Hiring

Education

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

Tools

Snowflake

Redshift

BigQuery

AWS

GCP

Job description

Sigma Computing seeks a technically skilled, customer-focused Support Engineering Manager to lead a fast-paced team in SF. You will hire, mentor, and develop staff while driving cross-functional initiatives across Engineering, Product, and Customer Success to improve CSAT and operational efficiency.

You’ll own strategic areas of the Support organization end to end, delivering measurable outcomes and a superior Sigma user experience.