Manager, Support Engineering

2 weeks ago

Seattle, United States MotherDuck Full time
About MotherDuck

Don't let the quirky name fool you We're on a mission to radically transform the data analyst user experience. We think we can empower and delight analysts using a novel cloud architecture built on top of DuckDB, an open source foundation with a vibrant community. Our team is a diverse mix of passionate, collaborative and empathetic data industry veterans from Google, Amazon, Meta, Snowflake, SingleStore, Databricks, and the like.

Core Responsibilities

At MotherDuck, we are building the future of cloud-based data analytics with a fresh, innovative approach. As a growing team, we thrive on collaboration, creativity, and results. We're looking for a Technical Support Engineering Manager who combines technical expertise with strong leadership skills. If you're passionate about solving complex challenges, leading a high-performing team, and ensuring exceptional customer experiences, we'd love to hear from you

As the Technical Support Engineering Manager at MotherDuck, you will build and lead a team of Support Engineers to deliver world-class customer support. You'll leverage your expertise in SQL, databases, networking, and data engineering to provide solutions, optimize support processes, and contribute to the growth of the company. Reporting to the Head of Customer Success, this role is pivotal to shaping the support function at MotherDuck.

Key Responsibilities:
  • Team Leadership: Recruit, mentor, and manage a team of talented Support Engineers, fostering a collaborative and high-performance culture.
  • Technical Expertise: Guide your team in diagnosing and resolving complex customer issues related to databases, networking, and data engineering.
  • SQL Mastery: Serve as a technical escalation point for complex SQL-related queries, troubleshooting database performance, and optimizing queries for customers.
  • Customer Advocacy: Develop processes that enhance the customer experience, ensuring that technical solutions are communicated effectively to technical and non-technical users.
  • Incident Management: Oversee incident resolution, ensuring timely communication, thorough documentation, and collaboration with internal stakeholders.
  • Process Optimization: Identify and implement improvements to support workflows, increasing team efficiency and customer satisfaction.
  • Collaboration: Partner with engineering, product, and customer success teams to prioritize and resolve customer issues and implement product feedback.
  • Knowledge Base Development: Drive the creation and maintenance of internal and external documentation to empower customers and streamline support operations.
  • Continuous Learning: Keep the team updated on emerging tools, technologies, and best practices in data engineering and technical support.
Requirements
  • 5+ years of experience in a technical support role, with at least 2 years in a leadership or management capacity.
  • Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
  • Strong SQL skills, with demonstrated ability to write, debug, and optimize queries for troubleshooting.
  • Experience with databases such as MySQL, PostgreSQL, or similar platforms.
  • Deep understanding of data engineering concepts, including ETL pipelines, data warehousing, and tools like dbt, Airflow, or Spark.
  • Solid networking knowledge, including DNS, IP configurations, and connectivity troubleshooting.
  • Familiarity with scripting languages (e.g., Python, Node.js, or Java) to automate tasks and streamline operations.
  • Proven ability to build and lead high-performing teams, with a focus on coaching and employee development.
  • Exceptional communication skills, with the ability to explain technical concepts to diverse audiences.
  • Strong organizational and problem-solving skills, with a customer-first mindset.
What we provide
  • Competitive compensation and stock options
  • 100% paid medical, dental, and vision for employees
  • 80% paid medical, dental, and vision for dependents
  • Unlimited Paid Time Off
  • 401k plan
  • Opportunities to build team connections via company summits 2x a year and team summits 1-2x a year.
  • Hybrid work environment


Please Apply

Does this role sound appealing to you, but you're missing some of the requirements or don't quite think you're qualified? Please apply anyway. Research has shown that underrepresented groups in technology often shy away from roles which aren't a 100% match. We aim to build a diverse team and will strongly consider applicants who bring many of the requirements plus have other experiences which round out their qualifications.

MotherDuck is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. MotherDuck is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.

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