Technical Support Manager
1 month ago
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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