Technical Support Manager

1 month ago


San Francisco, California, United States Sigma Computing Full time

About the Role:

We are seeking a highly skilled and motivated Technical Support Manager to lead a team of Support Engineers in delivering exceptional customer experiences. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to motivate and develop a high-performing team.

Key Responsibilities:

  • Become a product expert in Sigma and lead a team of Support Engineers in providing excellent customer support.
  • Hire, develop, and train a strong team of Support Engineers on an ongoing basis.
  • Collaborate with cross-functional groups to ensure 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 and elevate customer support operations.

Qualifications:

  • 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people management role.
  • Computer Science fundamentals and strong domain expertise in databases and business intelligence.
  • Comfortable with CDW environment/concepts and proficient in SQL and data modeling concepts.
  • A proven track record of building trust with customers and bringing issues to resolution quickly.
  • Excellent verbal and written communication skills and a strong ability to motivate and develop a high-performing team.

About Us:

Sigma Computing is a cloud analytics and business intelligence tool empowering business teams to break free from the confines of the dashboard and make better, faster decisions. 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.



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