Director of Technical Support Engineering

Company	Sigma Computing
Location	New York, NY, USA
Salary	$220000 – $240000
Type	Full-Time
Degrees	Bachelor’s
Experience Level	Senior, Expert or higher

Requirements

Proven experience leading and scaling technical support teams in a high-growth B2B SaaS environment.
Strong operational, analytical, and organizational skills, with a track record of leading complex, cross-functional initiatives while driving measurable improvements in KPIs.
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 your 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.

Preferred Qualifications

No preferred qualifications provided.