Job Details

Overview

Director of Technical Support Engineering

The Director of Technical Support Engineering will lead and scale Sigma's 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.

What You Will Be Doing

• Lead and mentor a team of 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, resolving critical issues and unblocking 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.
• Experience using data to improve team operations and drive measurable results for the company.
• Ability to represent Technical Support to executive stakeholders and collaborate across Product, Engineering, and Go-to-Market teams.
• Strategic mindset and creative problem-solving skills; ability to lead multiple initiatives in a fast-paced startup environment.
• Proficiency with enterprise analytics and BI 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.
• 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 $210,000 - $250,000 annually. Compensation may vary outside of this range depending on various factors including qualifications and experience. This role is eligible for stock options and 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 software combines data sources and analyzes billions of rows of data instantly via a spreadsheet-like interface with no coding required. Sigma has introduced features such as collaboration tools, embedded analytics, AI tools including forecasting, an AI copilot, and a notebook interface for code-first users. Sigma has raised significant funding to continue transforming BI through AI infrastructure, data application development, enterprise-wide collaboration, and user adoption.

Benefits For Our Full-Time Employees

• Equity
• Generous health benefits
• Flexible time off policy
• Paid bonding time for 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.