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.