Technical Support Engineering Manager

Job description

# Technical Support Manager **About the role:** We are looking for a technically skilled, self-motivated, customer-focused manager to lead a team of high energy Support Engineers. In this role you will be responsible for hiring, developing and mentoring team members as well as delivering against key performance metrics. You'll lead process improvements for customer and partner growth, retention, and excellence, while fostering individual contributions and driving cross-functional projects that spark innovation and collaboration. You need to be comfortable working in a fast paced environment and continuously challenge the team to step outside their comfort zone. **Minimum Education Requirement** This position requires a U.S. Bachelor's degree (or foreign equivalent) in Computer Science, Software Engineering, Information Systems, Data Science, or a closely related technical field. This requirement is a minimum and cannot be substituted by work experience alone. **What You Will Be Doing** - Become a product expert and stay technically close to complex and critical customer escalations. - Lead a team of exceptional product experts providing the Sigma user base with an excellent customer experience. - Hire, develop and train a strong team of Support Engineers on an ongoing basis. - Own strategic areas of the Support organization end to end, from strategy through measurable outcomes. - Partner across Engineering, Product, Customer Success, Sales, and Marketing to solve customer challenges and drive cross-functional outcomes. - Drive performance against key Support metrics, including CSAT, Initial Response, SLA, and Time to Resolution. - Continuously refine processes to optimize efficiency, elevating customer support operations. - Uncover golden insights within Support data, translating them into actionable strategies that improve customer experience, operational efficiency, and business outcomes. - Develop a reputation for excellence, high credibility and integrity with peers across the org. **Qualifications We Are Looking For** - 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people management role. - Computer Science fundamentals. Strong domain expertise in databases and business intelligence. - Comfortable with CDW environment/concepts. - Proficient in SQL and data modeling concepts. - A proven track record of building trust with customers and bringing issues to resolution quickly. - Are curious, love to learn and to dig into new technologies and can pick them up quickly. - Excellent verbal and written communication skills. **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. ***Additional Job details*** *The base salary range for this position is $140k - $170k annually.* *Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Sigma Computing. This role is eligible for stock options, as well as a comprehensive benefits package.* **About us:** Sigma is the AI Apps and agentic analytics platform built on the cloud data warehouse. Business and technical teams use Sigma to explore live data, build intelligent applications, and automate critical workflows all without moving data or breaking governance. Sigma supports a spreadsheet interface, SQL, Python, and native AI in a single governed workspace, giving every team the speed to act and IT the control to scale. Sigma is trusted by more than 2,000 customers, including AMD, Duolingo, Colgate-Palmolive, and JPMorgan Chase. Sigma announced its $80M in Series E financing in May 2026. The round was led by Princeville Capital, with new strategic investors Databricks Ventures, ServiceNow Ventures, and Workday Ventures participating alongside returning investors Altimeter Capital, Avenir Growth Capital, D1 Capital Partners, K5 Global, NewView Capital, Spark Capital, Sutter Hill Ventures, and XN. This milestone follows Sigma reaching $200M in annual recurring revenue in April 2026, with more than 100% year-over-year growth and 1.1 million new active users added in the latest fiscal year. Come join us! #### Benefits For Our Full-Time Employees: - Equity - Generous health benefits - Flexible time off policy. Take the time off you need! - Paid bonding time for all new parents - Traditional and Roth 401k - Commuter and FSA benefits - Lunch Program - Dog friendly office Sigma is an equal opportunity employer. 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, veteran, or any other protected status. We look forward to learning how your experience can enable all of us to grow. ***Note:** We have an in-office work environment in all our offices in SF, NYC, London and Sydney. All roles have a 25% travel expectation unless explicitly stated otherwise.* **Our Privacy Practices** When you submit a job application on this site, Sigma processes your personal data for the purposes of evaluating your candidacy for employment at Sigma and as otherwise needed throughout the recruitment and hiring process. Please review Sigma’s [Candidate Privacy Notice](https://www.sigmacomputing.com/legal/candidate-privacy-notice) for more details. Please note that your personal data may be transferred to a country other than the one in which it was provided (including to the USA, the UK, and Canada, Australia). **Sigma’s use of AI** This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.