Technical Support Manager- SF

About the role: 

We are looking for a self-motivated, customer-focused, technical 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 will also create and iterate around processes, and collaborate on to drive customer and partner growth, retention, and excellence. 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 iterate and improve existing processes. 
• Dive into Support data to extract valuable insights. 
• 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.
• Bachelor’s or Master’s degree in CS or related field. 

Highly Desirable Skills & Experiences

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