Technical Support Manager

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.

• Become a product expert and be fully proficient in Sigma.
• Lead a team of 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.
• Collaborate with cross‑functional groups—Engineering, Design, Product, Customer Success, Sales and Marketing—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, elevating customer support operations.
• Uncover golden insights within Support data, translating them into actionable strategies for continuous improvement.
• Develop a reputation for excellence, high credibility and integrity with peers across the organization.

• 5+ years of industry experience supporting data platforms in an enterprise environment and 2+ years in a people‑management role.
• Computer Science fundamentals with 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 resolving issues quickly.
• Curious, loves to learn and dig into new technologies, able to pick them up quickly.
• Excellent verbal and written communication skills.

• Managed a team supporting a SaaS product.
• Experience working with Snowflake, Redshift, Big Query.
• Knowledge of GCP, AWS.
• Startup experience.

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.

Sigma Computing 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, or veteran status. We look forward to learning how your experience can enable all of us to grow.