Technical Support Engineer

Sigma is growing rapidly, and our Technical Support Engineering team is scaling alongside it to meet the needs of an expanding global user base. As a Technical Support Engineer at Sigma, you will be part of an award-winning team recognized with the 2024 Stevie Gold Award for Customer Service, helping customers solve technical, business, and data challenges using the Sigma platform. You'll work closely with Product, Engineering, and Go-to-Market teams to diagnose complex issues, drive solutions, and contribute to the continuous improvement of our product and support operations.

Responsibilities

Work with Sigma's customers and the pre-sales team to assist with the diagnosis and resolution of complex technical issues; Working closely with the development team, develop best practices and tools for diagnosing issues and optimizing the service for performance; Collaborate with cross-functional groups — backend, frontend, DevOps, design, product, and the go-to-market teams to create a first-class experience for users of our product; Participate in quarterly projects and perform periodic on-call duties to improve automation and processes

Requirements

U.S. Bachelor's degree (or foreign equivalent) in Computer Science, Software Engineering, Information Systems, Data Science, or a closely related technical field, and cannot be substituted by work experience alone; 2+ years of experience in a customer-facing technical role (Technical Support, Solutions Engineering, or Software Engineering) at a cloud or SaaS provider; SQL proficiency — strong grasp of JOINs, Partitions, Window Functions, Aggregations, CTEs, and sub-queries; SQL query performance troubleshooting and query plan analysis; Proficient in data modeling concepts; Ability to chart data into logical visualizations; A proven track record of building trust with customers and bringing issues to resolution quickly; Excellent verbal and written communication skills; A strong desire to build scalable processes for issue resolution — documenting common patterns and building tooling for diagnosing issues; Strong collaboration skills and the ability to work with multiple departments to coordinate issue triaging, diagnosis, and resolution

Nice to have

Supporting a cloud service in production; Experience working with Snowflake, Redshift, or BigQuery; Knowledge of GCP or AWS; Startup experience

Benefits

Annual bonus; Stock options; Equity; Generous health benefits; Flexible time off policy; Paid bonding time for all new parents; Traditional and Roth 401k; Commuter and FSA benefits; Lunch Program; Dog friendly office