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- Tasks: Lead a dynamic team of Support Engineers to enhance customer experience and drive innovation.
- Company: Join Sigma, a cutting-edge cloud analytics tool transforming business intelligence with AI-driven solutions.
- Benefits: Enjoy flexible time off, equity options, and a dog-friendly office culture.
- Why this job: Be part of a fast-paced environment that encourages growth, learning, and collaboration across teams.
- Qualifications: Seeking experienced leaders with a strong background in data platforms and excellent communication skills.
- Other info: In-office roles available in SF, NYC, and London; we value diversity and inclusion.
The predicted salary is between 43200 - 72000 £ 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 will 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 organisation.
Qualifications we are looking for:
- Senior professional with extensive experience supporting data platforms in an enterprise environment, including leadership in people management.
- 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.
About us:
Sigma is the only cloud analytics and business intelligence tool empowering business teams to break free from the confines of the dashboard, explore data for themselves, and make better, faster decisions. The award-winning software was built to capitalize on the performance power of cloud data warehouses to combine data sources and analyze billions of rows of data instantly via an intuitive, spreadsheet-like interface – no coding required.
Since launching with its unique interface, Sigma Computing has added features such as collaboration tools and embedded analytics capabilities. The most recent product launch included a set of AI tools such as forecasting capabilities, an AI copilot and a notebook interface for users who prefer a code-first environment. Sigma announced its $200M in Series D financing in May 2024, to continue transforming BI through its innovations in AI infrastructure, data application development, enterprise-wide collaboration, and business user adoption.
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
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.
Note: We have an in-office work environment in all our offices in SF, NYC, and London.
Technical Support Manager employer: Sigma Computing
Contact Detail:
Sigma Computing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Manager
✨Tip Number 1
Familiarise yourself with Sigma's products and features. As a Technical Support Manager, being a product expert is crucial, so take the time to explore their cloud analytics and business intelligence tools thoroughly.
✨Tip Number 2
Highlight your experience in managing teams that support SaaS products. Be ready to discuss specific examples of how you've developed and mentored team members in previous roles, as this will demonstrate your leadership capabilities.
✨Tip Number 3
Prepare to discuss your familiarity with data platforms and your proficiency in SQL. Given the technical nature of the role, showcasing your understanding of databases and business intelligence will set you apart from other candidates.
✨Tip Number 4
Emphasise your ability to collaborate across different departments. The role requires working closely with Engineering, Design, and other teams, so be ready to share examples of successful cross-functional projects you've led or contributed to.
We think you need these skills to ace Technical Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing technical support teams and your proficiency with data platforms. Emphasise any relevant leadership roles and specific achievements that align with the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and your ability to lead a team. Mention your familiarity with Sigma and other relevant technologies, and how your skills can contribute to the company's goals.
Showcase Your Technical Skills: Clearly outline your technical expertise in databases, SQL, and cloud environments like GCP or AWS. Provide examples of how you've used these skills to improve customer experiences or resolve issues efficiently.
Highlight Soft Skills: Since the role requires excellent communication and collaboration, include examples of how you've successfully worked with cross-functional teams. Demonstrating your ability to build trust and foster relationships will strengthen your application.
How to prepare for a job interview at Sigma Computing
✨Become a Product Expert
Before the interview, take the time to familiarise yourself with Sigma and its features. Understanding the product inside out will not only impress your interviewers but also demonstrate your commitment to the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Highlight your experience in hiring, developing, and mentoring team members, as well as any strategies you've implemented to improve team performance.
✨Demonstrate Data Proficiency
Be ready to discuss your experience with databases, SQL, and data modelling concepts. Providing specific examples of how you've used these skills to solve problems or improve processes will set you apart.
✨Emphasise Cross-Functional Collaboration
Think of instances where you've worked with different departments to achieve a common goal. Being able to articulate your collaborative experiences will show that you can effectively work across teams to enhance customer experience.
