Director of Technical Support Engineering

About the role: 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.

Sigma’s Technical Support team was awarded the 2024 Stevie Gold Award for Customer Service.

What You Will Be Doing

• 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. 

Qualifications We Need

• Proven experience leading and scaling technical support teams in a high-growth B2B SaaS environment.
• You’ve used data to improve how your team operates, 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.