Technical Support Manager - EMEA in London

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 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 organization.

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.
• Curious, loves 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 AI Apps and agentic analytics platform built on the cloud data warehouse. Business and technical teams use Sigma to explore live data, build intelligent applications, and automate critical workflows all without moving data or breaking governance. Sigma supports a spreadsheet interface, SQL, Python, and native AI in a single governed workspace, giving every team the speed to act and IT the control to scale. Sigma is trusted by more than 2,000 customers, including AMD, Duolingo, Colgate‑Palmolive, and JPMorgan Chase.

Benefits For Our Full‑Time Employees

• Equity
• Generous health benefits
• Flexible time off policy. Take the time off you need!
• Paid bonding time for all new parents
• Traditional and Roth 401(k)
• Commuter and FSA benefits
• Lunch program
• Dog‑friendly office

Equal Opportunity Employer

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.