Location: San Francisco,CA, USA
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.What you will be doing:Become a product expert. We are a data driven group and expect you to become fully proficient in Sigma.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.Collaborate with cross-functional groups - Engineering, Design, Product, Customer Success, Sales and Marketing ensuring 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 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 & ExperiencesManaged a team supporting a SaaS product.Experience working with Snowflake, Redshift, BigQuery.Knowledge of GCP, AWS.Startup experience.About us:Sigma is the only cloud analytics and business intelligence tool empowering business teams to break free from the confines of the dashboard, explore data for themselves, and make better, faster decisions. The award-winning software was built to capitalize on the performance power of cloud data warehouses to combine data sources and analyze billions of rows of data instantly via an intuitive, spreadsheet-like interface – no coding required.Since launching with its unique interface, Sigma Computing has added features such as collaboration tools and embedded analytics capabilities. The most recent product launch included a set of AI tools such as forecasting capabilities, an AI copilot and a notebook interface for users who prefer a code-first environment.Sigma announced its $200M in Series D financing in May 2024, to continue transforming BI through its innovations in AI infrastructure, data application development, enterprise-wide collaboration, and business user adoption.Benefits For Our Full-Time Employees:EquityFlexible time off policy. Take the time off you need!Paid bonding time for all new parentsTraditional and Roth 401kCommuter and FSA benefitsLunch ProgramDog friendly officeSigma 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.#J-18808-Ljbffr