Technical Support Engineer

About the role:

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.

What you will be doing:

• You will 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, you will 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, perform periodic on-call duties, and other assignments as needed to improve automation and processes.

Qualifications we are looking for: 

• 2+ years of industry experience supporting enterprise products for data analytics.
• Computer Science fundamentals. Strong domain expertise in databases and business intelligence
• SQL proficiency - Very good grasp on JOINs, Partitions, Window Functions, Aggregations, CTEs, Sub-queries etc. 
• SQL query performance troubleshooting and plan generation understanding 
• Proficient in data modeling concepts
• Ability to properly 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 for issue resolution, building tooling for diagnosing issues etc)
• Strong collaboration skills and the ability to work with multiple departments and co-ordinate issue triaging, diagnosis and resolution
• Desire to be a great teammate and have fun at work

Highly Desirable Skills & Experiences

• Supporting a cloud service in production
• Experience working with Snowflake, Redshift, BigQuery