Technical Support Engineering Manager

Lead a customer-facing Support Engineering team while driving technical excellence, measurable support performance, and cross-functional outcomes.

Responsibilities

• Become a product expert and maintain close technical involvement in complex, critical customer escalations
• Lead and mentor Support Engineers to deliver an excellent customer experience for the Sigma user base
• Hire, develop, and train Support Engineering team members on an ongoing basis
• Own strategic Support organization areas end to end, from strategy through measurable results
• Partner with Engineering, Product, Customer Success, Sales, and Marketing to resolve customer challenges and drive cross-functional outcomes
• Drive performance against Support metrics including CSAT, Initial Response, SLA, and Time to Resolution
• Continuously refine support processes to improve efficiency and elevate support operations
• Identify insights in Support data and translate them into actionable strategies that improve customer experience, operational efficiency, and business outcomes
• Build organizational credibility with peers through excellence, integrity, and high standards

Requirements

• U.S. Bachelor’s degree (or foreign equivalent) in Computer Science, Software Engineering, Information Systems, Data Science, or a closely related technical field
• 5+ years of industry experience supporting data platforms in an enterprise environment
• 2+ years of people management experience
• Strong computer science fundamentals with domain expertise in databases and business intelligence
• Comfortable with CDW environment and concepts
• Proficient in SQL and data modeling concepts
• Track record of building trust with customers and driving issues to resolution quickly
• Curiosity and a fast-learning mindset for new technologies
• Excellent verbal and written communication skills

Technologies

• SQL
• Snowflake
• Redshift
• BigQuery
• GCP
• AWS
• Python

Highly Desirable Skills & Experience

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

Location & Work Model

• San Francisco, CA (onsite)
• In-office work environment across SF, NYC, London, and Sydney
• 25% travel expectation unless explicitly stated otherwise

Compensation

• Base salary range: USD 140,000 - 170,000 per year
• Compensation may vary outside the range based on candidate qualifications, skills, competencies, and experience
• Base pay is one component of the total package used to recognize and compensate employees
• Stock options eligibility noted, plus a comprehensive benefits package

Benefits

• Equity
• Generous health benefits
• Flexible time off policy
• Paid bonding time for all new parents
• Traditional and Roth 401k
• Commuter and FSA benefits
• Lunch Program
• Dog friendly office
• Stock options
• Comprehensive benefits package

Additional Information

• This hiring process uses artificial intelligence tools to assist with candidate screening and assessment
• AI tools are intended to complement, not replace, human decision-making