Director of Technical Support Engineering at Sigma Computing

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Proven experience leading and scaling technical support teams in a high-growth B2B SaaS environment
Experience using data to improve team operations, driving measurable results for the company
Ability to represent Technical Support’s 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

Responsibilities

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 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

Skills

Key technologies and capabilities for this role

Technical SupportTeam LeadershipOperational ExcellenceCustomer ServiceMetrics AnalysisProcess ImprovementHiringOnboardingCareer DevelopmentCross-Functional Collaboration

Questions & Answers

Common questions about this position

What is the salary or compensation for the Director of Technical Support Engineering role?

This information is not specified in the job description.

Is this Director of Technical Support Engineering position remote or does it require office work?

This information is not specified in the job description.

What qualifications or skills are required for this role?

Proven experience leading and scaling technical support teams in a high-growth B2B SaaS environment, using data to improve team operations with measurable results, and the ability to represent Technical Support to executive stakeholders while collaborating across teams are required. A strategic mindset and creative problem-solving skills with the ability to lead multiple initiatives are also needed.

What is the company culture like for this technical support team?

The role involves fostering a culture of growth, accountability, and collaboration, while developing talent and building a team that balances technical expertise with customer focus. Sigma’s Technical Support team was awarded the 2024 Stevie Gold Award for Customer Service.

What makes a strong candidate for the Director of Technical Support Engineering position?

Candidates with proven experience scaling technical support in high-growth B2B SaaS, data-driven operational improvements, strategic leadership across cross-functional teams, and hands-on problem-solving stand out.

Sigma Computing

Cloud-based data analytics platform for businesses

About Sigma Computing

Sigma Computing offers a cloud-based data analytics platform that enables businesses to analyze large volumes of data through a user-friendly, spreadsheet-like interface. Users can connect to their cloud data warehouse and access advanced features such as data collection, territory management, and revenue planning without needing coding skills. The platform is scalable, allowing for the analysis of billions of rows of data, and promotes self-service capabilities for faster insights. Recently, Sigma introduced AI features like data classification and natural language processing to enhance data analysis and support Enterprise AI initiatives.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$550.9MTotal Funding

SERIES_DCompany Stage

Data & Analytics, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Competitive pay - Looking for a great salary and solid stock options? You’ve come to the right place.

Flexible schedule - Do the work you need to get done in the time you have to get it done

Amazing benefits - Medical, dental, vision, 401k, FSA, commuter… we’ve got you covered. Literally.

Flexible vacation - At Sigma, we work to live, not live to work. So go on, book that dream vacation.

Health & wellness - A healthy body supports a healthy mind, so we partner with Crunch Fitness and CorePower.

Family-friendly - From flexible scheduling to parental leave to kids’ birthdays off, we support Sigma families.

Risks

Competition from Tableau and Power BI could threaten Sigma's market share.

Reliance on platforms like Snowflake may impact service delivery if disruptions occur.

High valuation pressures Sigma to deliver rapid growth, risking strategic misalignment.

Differentiation

Sigma offers a spreadsheet-like interface for non-technical users to analyze data.

The platform integrates with major data warehouses like Snowflake and BigQuery.

Sigma's AI features include natural language processing and sentiment analysis.

Upsides

Sigma raised $200M in Series D funding, valuing it at $1.5 billion.

The platform's scalability allows analysis of billions of data rows efficiently.

Sigma's partnerships enhance data accessibility and integration for users.

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