Technical Support Engineer

About the role

You will partner with customers and the pre-sales team to diagnose and resolve complex technical issues on the Sigma platform. You will work hand-in-hand with Product, Engineering, and Go-to-Market teams to drive solutions and improve support operations. You will contribute to building scalable processes for issue resolution, including documenting patterns and developing tooling. You will leverage strong SQL proficiency to troubleshoot queries and performance plans. You will help customers understand data modeling concepts and translate requirements into logical visualizations. You will build trust with customers by resolving issues quickly and efficiently. You will collaborate across backend, frontend, devops, and design teams to create a first-class user experience.

Key facts

What you'll do

• You will work with Sigma's customers and the pre-sales team to assist with the diagnosis and resolution of complex technical issues.
• You will 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.
• You will develop best practices and tools for diagnosing issues and optimizing the service for performance in partnership with the development team.
• You will leverage your SQL proficiency to troubleshoot queries, JOINs, Partitions, Window Functions, Aggregations, CTEs, and Sub-queries.
• You will troubleshoot SQL query performance and understand query plan generation to assist in resolving complex data issues.
• You will chart data into logical visualizations and ensure that data is represented accurately in analytics interfaces.
• You will build and maintain trust with customers by bringing issues to resolution quickly and with high ownership.
• You will demonstrate excellent verbal and written communication skills in all interactions with customers and internal teams.
• You will contribute to the continuous improvement of support operations by documenting common issue patterns and building scalable processes.
• You will work closely with the development team to surface insights that drive product improvements and support workflows.
• You will act as a trusted advisor to customers, guiding them through technical, business, and data challenges using the Sigma platform.
• You will support customers who are using cloud services in production environments and understand the implications of uptime and performance.
• You will collaborate with customer success and sales teams to ensure alignment on technical expectations and outcomes.
• You will engage with users of analytics platforms such as Snowflake, Redshift, and BigQuery when diagnosing issues.

Requirements

• You have industry experience supporting enterprise products for data analytics.
• You have a strong foundation in Computer Science fundamentals.
• You have deep domain expertise in databases and business intelligence.
• You have a very good grasp of SQL including JOINs, Partitions, Window Functions, Aggregations, CTEs, and Sub-queries.
• You understand SQL query performance troubleshooting and plan generation.
• You are proficient in data modeling concepts and can apply them to real-world problems.
• You have the ability to properly chart data into logical visualizations that support decision-making.
• You have a proven track record of building trust with customers and bringing issues to resolution quickly.
• You have excellent verbal and written communication skills and can explain technical concepts clearly.
• You have a strong desire to build scalable processes for issue resolution, including documenting common patterns and building tooling.
• You have strong collaboration skills and can work effectively with multiple departments to coordinate issue triaging, diagnosis, and resolution.
• You have a strong desire to be a great teammate and have fun at work while maintaining professionalism.

Nice to have

• You have experience supporting a cloud service in production and understand operational considerations.
• You have hands-on experience with Snowflake, Redshift, and BigQuery.
• You have knowledge of major cloud platforms such as GCP and AWS.
• You have startup experience and are comfortable in fast-paced, evolving environments.

Practical notes

The role is based in London, UK. The engagement terms are defined in the source material and should be reviewed for specifics. Compensation details are not provided in the source. The work environment is in-office across all Sigma offices including London.