Technical Support Engineering Manager
Core
Lead a team of Support Engineers to deliver excellent customer experiences for the Sigma user base, managing escalations, strategy, and operational metrics.
Role type
Senior IC manager (technical support)
Builds
Customer support operations and team performance for a cloud data warehouse platform
Domain
SaaS / Cloud Data Warehouse / Business Intelligence
Deliverable
dashboards & analysis
Required skills
People management, SQL, data modeling, database expertise, process improvement, cross-functional partnership, performance metrics management
Preferred skills
SaaS product support management, Snowflake/Redshift/BigQuery, GCP/AWS, startup experience
Technologies
Snowflake, Redshift, BigQuery, GCP, AWS, SQL
Responsibilities
Hire, develop, and train a team of Support Engineers; lead process improvements for customer retention and excellence; partner with Engineering, Product, Sales, and Marketing to solve customer challenges; drive performance against key Support metrics (CSAT, SLA, Time to Resolution); uncover insights from Support data to improve business outcomes.
Seniority
Senior, hands-on IC
