Tech Stack

Description

You will lead a team of Support Engineers, driving customer excellence and process improvements while collaborating cross-functionally. You'll become a product expert in Sigma and manage key metrics like CSAT and SLA.

Requirements

• 5+ years supporting data platforms in enterprise environment
• 2+ years in people management role
• Strong domain expertise in databases and BI
• Proficient in SQL and data modeling concepts
• Excellent verbal and written communication skills

Responsibilities

• Lead and mentor a team of Support Engineers
• Drive process improvements for customer growth and retention
• Collaborate with Engineering, Product, Customer Success, and other teams
• Manage key metrics: CSAT, Initial Response, SLA, Time to Resolution
• Uncover insights from Support data to drive continuous improvement