Director of Technical Support Engineering

About the role:
The Director of Technical Support Engineering will lead and scale Sigmas global technical support organization ensuring operational excellence as the company grows. Reporting to the VP of Technical Operations this role owns the vision strategy and execution needed to deliver world-class technical support while building a team that balances technical expertise with customer focus. You will lead through managers and individual contributors partnering closely with Product Engineering and Go-to-Market leaders to drive platform improvements operational scale and customer-impacting outcomes. This role is also responsible for developing talent and fostering a culture of growth accountability and collaboration while balancing strategic leadership with hands-on involvement when needed.

Sigmas Technical Support team was awarded the 2024 Stevie Gold Award for Customer Service.

What You Will Be Doing

• Lead and mentor a team of exceptional Technical Support Engineers and Support Managers supporting customers with technical questions business workflows and data use cases.
• Develop and execute the vision and strategy for Technical Support Engineering ensuring operational excellence while aligning with business goals customer needs and product growth.
• Partner with the VP of Technical Operations to drive scale operational rigor process improvement and growth across key investment areas in the business.
• Step directly into technical and operational challenges when needed rolling up your sleeves to resolve critical issues and unblock execution alongside the team
• Leverage support metrics and insights to lead operational improvements that accelerate resolution improve quality and deliver better customer outcomes.
• Build and execute hiring onboarding and career development plans that grow top talent and establish clear pathways for advancement within the support organization.
• Lead large cross-functional initiatives from planning through delivery coordinating teams managing timelines resolving blockers and ensuring successful delivery.
• Own and advance support tooling and workflows leveraging telemetry and customer insights to proactively detect issues automate solutions scale self-service and build systems that accelerate customer outcomes.
• Be the voice of Technical Support with Product and Engineering leadership influencing platform priorities and improvements through customer insights.

Qualifications We Need

• Proven experience leading and scaling technical support teams in a high-growth B2B SaaS environment.
• Youve used data to improve how your team operates driving measurable results for the company.
• Ability to represent Technical Supports perspective to executive stakeholders advising on support strategies and collaborating across Product Engineering and Go-to-Market teams.
• Strategic mindset and creative problem-solving skills; demonstrated ability to lead multiple initiatives simultaneously in a fast-paced startup environment.
• Proficient in enterprise analytics and business intelligence platforms with strong technical acumen across databases SQL cloud data warehouses (Snowflake Redshift BigQuery) and ETL solutions (Fivetran Matillion).
• Ability to build trust with customers and stakeholders by resolving issues quickly while scaling proactive automation-driven solutions that improve customer outcomes.
• Computer Science fundamentals or equivalent technical background with deep domain expertise in databases data modeling and business intelligence.

Additional Job details

The base salary range for this position is $210000 - $250000 annually.

Compensation may vary outside of this range depending on a number of factors including a candidates 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 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 asforecasting 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. Spark Capital and Avenir Growth Capital co-led the Series D funding round with additional participation from a group of past investors including Snowflake Ventures and Sutter Hill Series D funding raised at a valuation 60% higher than the companys Series C round three years ago promises to further accelerate Sigmas growth.

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 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.

Note: We have an in-office work environment in all our offices in SF NYC and London.

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 Sigmas 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 USA the UK and Canada). For any questions related to your personal data please contact .

Sigmas 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.