Technical Support Manager

Sigma Computing; New York (NY); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Stock options

Comprehensive benefits package

Job summary

A leading data analytics company in New York is seeking a Support Engineering Manager to lead a high-energy team focused on delivering exceptional customer experiences. This role requires over 5 years of experience in supporting data platforms and 2 years in management. Candidates should be proficient in SQL and possess excellent communication skills. The role offers a base salary of $140k to $170k annually, stock options, and a comprehensive benefits package.

Qualifications

• 5+ years of experience supporting data platforms in an enterprise environment.
• 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

• Lead a team of Support Engineers ensuring excellent customer experience.
• Manage and develop key metrics: CSAT, SLA, Time to Resolution.
• Continuously refine processes to enhance customer support operations.
• Collaborate with cross-functional teams for a great user experience.

Skills

Customer experience

Team leadership

Process improvement

Data insights

Communication skills

Tools

SQL

Snowflake

Redshift

BigQuery

GCP

AWS

Job description

We are looking for a technically skilled, self-motivated, customer-focused manager to lead a team of high‑energy Support Engineers. In this role you will be responsible for hiring, developing and mentoring team members as well as delivering against key performance metrics. You’ll lead process improvements for customer and partner growth, retention, and excellence, while fostering individual contributions and driving cross‑functional projects that spark innovation and collaboration. You need to be comfortable working in a fast‑paced environment and continuously challenge the team to step outside their comfort zone.

What you will be doing:

• Become a product expert and be fully proficient in Sigma.
• Lead a team of 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—to ensure 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 organization.

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 with 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 resolving issues quickly.
• Curious, loves to learn and dig into new technologies, able to pick them up quickly.
• Excellent verbal and written communication skills.

Highly Desirable Skills & Experiences

• Managed a team supporting a SaaS product.
• Experience working with Snowflake, Redshift, BigQuery.
• Knowledge of GCP, AWS.
• Startup experience.

Additional Job details

The base salary range for this position is $140k – $170k annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Sigma Computing. This role is eligible for stock options, as well as a comprehensive benefits package.

Sigma Computing is an equal‑opportunity employer. We are committed to building a smart and strong team regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We look forward to learning how your experience can enable all of us to grow.