Technical Support Engineer

About the Role

Sigma is growing rapidly, and our Technical Support Engineering team is scaling alongside it to meet the needs of an expanding global user base. As a Technical Support Engineer at Sigma, you will be part of an award-winning team recognized with the 2024 Stevie Gold Award for Customer Service, helping customers solve technical, business, and data challenges using the Sigma platform. You’ll work closely with Product, Engineering, and Go-to-Market teams to diagnose complex issues, drive solutions, and contribute to the continuous improvement of our product and support operations.

What You Will Be Doing

• You will be working on diagnosing and resolving complex technical issues in real time via live chat, working directly with customers to troubleshoot. 
• Periodically working as support on-call, handling high-severity incidents with urgency and end-to-end ownership.
• Working closely with the development team to develop best practices and tools for diagnosing issues and optimizing the service for performance.
• Participating in quarterly projects to improve automation, tooling, and processes focused on operational efficiency. 
• Collaborating with cross-functional groups - backend, frontend, devops, design, product, and the go-to-market teams to create a first-class experience for users of our product.
• Beyond supporting customers, you also participate in product demos, bug bashes, knowledge shares, and building automation and internal tools for operational efficiency. 

Qualifications We Are Looking For

Core Technical Skills

• 2+ years of experience in a customer-facing technical role (e.g., Technical Support, Solutions Engineer, or Software Engineer) at a cloud and/or SaaS provider.
• Advanced SQL proficiency and expertise at writing high-performance queries, including window functions, UDFs, and complex joins to manipulate large-scale datasets.
• Hands-on experience with at least one major cloud platform (AWS, GCP, or Azure) and hands-on experience of data modeling concepts.
• Proficient in utilizing data visualization tools like Tableau, Looker, or other similar platforms.
• Strong understanding  and experience of developer workflows (version control, CI/CD, API integrations, and webhooks) and experience testing and building on top of APIs.
• Strong collaboration skills and the ability to work with multiple departments to coordinate issue triaging, diagnosis, and resolution
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.