At a Glance
- Tasks: Lead a dynamic team of Support Engineers to deliver exceptional customer experiences.
- Company: Join Sigma, a forward-thinking tech company with a vibrant culture.
- Benefits: Enjoy flexible time off, equity options, and a dog-friendly office.
- Other info: Great opportunity for career growth and learning new technologies.
- Why this job: Make a real impact by driving innovation and collaboration in a fast-paced environment.
- Qualifications: 2+ years in people management and experience with data platforms required.
The predicted salary is between 60000 - 80000 £ per year.
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. We are a data driven group and expect you to become fully proficient in Sigma.
- Lead a team of exceptional 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 ensuring 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 org.
Qualifications we are looking for:
- Experience supporting data platforms in an enterprise environment and 2+ years in a people management role.
- Computer Science fundamentals. 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 bringing issues to resolution quickly.
- Are curious, love to learn and to dig into new technologies and can 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.
Benefits For Our Full-Time Employees:
- Equity
- Flexible time off policy. Take the time off you need!
- Paid bonding time for all new parents
- Traditional and Roth 401k
- Commuter and FSA benefits
- Lunch Program
- Dog friendly office
Note: We have an in-office work environment in all our offices in SF, NYC, London and Sydney.
Sigma 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, veteran, or any other protected status. We look forward to learning how your experience can enable all of us to grow.
Technical Support Manager - EMEA New London, UK employer: Sigma Computing Inc.
At Sigma, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. Our commitment to employee growth is evident through our flexible time off policy, comprehensive benefits, and a supportive environment that encourages innovation and collaboration. Join us to lead a talented team of Support Engineers, where your contributions will directly impact customer satisfaction and drive our mission forward.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager - EMEA New London, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sigma Computing Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sigma Computing Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager - EMEA New London, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sigma Computing Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Sigma Computing Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sigma Computing Inc.!
How to prepare for a job interview at Sigma Computing Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
