Director, Support Engineering

| Greater NYC Area | Remote
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LEAD AND GROW AN INDUSTRY RECOGNIZED SUPPORT ORGANIZATION

The Technical Solution Engineering team is at the intersection of business and engineering helping organizations leverage their data within Sisense to take innovative actions that create impact and improve business outcomes.

We care deeply about our customers — weekly we toast to new customers and share internally how Sisense has made a difference in their lives. You will not only be on the front line talking to users, and building relationships; you’ll become the customer’s advocate inside the company, spreading their happiness to the team and driving minds together to envision how future customers could be using the product.

WHY YOU SHOULD JOIN OUR TECHNICAL SUPPORT TEAM:

Customer Delight is not just a motto at Sisense, it's what we truly believe in and what our customers appreciate about us. As a Technical Support Director, you will lead teams that work through complex data environments with customers from all sizes and industries, to deliver exceptional support and value over our amazing product. This is a strategic leadership role who is focused on building and growing teams that support customer production issues and work with R&D to create an alignment.

WHAT YOU’LL DO:

You'll lead 2 support teams based in Kyiv, Ukraine that support our US customers. As our Director of Support Engineering, you'll establish and maintain customer satisfaction across accounts through maintaining high standards in support and customer service management.

Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations. Coordinate activities and provide leadership on directions of key projects, initiatives, and issues across internal business units. Conduct regular briefings on account status to senior management and other internal stakeholders.

In your first 30 days, you'll spend most of your time ramping up on the product and our existing processes as well as getting to know the team. You'll...

  • Familiarize yourself and start working with the relevant internal systems.
  • Get to know the support global team. 
  • Familiarize yourself with the main support processes.
  • Get to know and interact with all the Support management interfaces in Delivery - CSM management, PS management.
  • Initial familiarization with the Sisense product, setup a lab and get hands-on experience. 
  • Review and get to know well the relevant KPIs, dashboards and goals of the team. 
  • Attend a few troubleshooting sessions.

 

By day 60, you will have:

  • Defined the relevant KPIs for Support
  • Be heavily involved with most of the support infrastructure improvement initiatives including owning and leading a few selected ones. 
  • Increase your understanding of the Sisense Products
  • Actively participate, review, evaluate, and adjust the progress on the key initiatives.
  • Participate in interviews of relevant hires in the Support org.
  • Attend customer calls and meetings. 
  • Review team's performance to propose improvements to align with business goals and strategy. 
  • Act as the main point of contact for customer escalations and drive to resolution

By day 90 you will be:

  • Deeply involved in all relevant support processes 
  • Become a focal point for all things concerning the support team
  • Become an escalation point and conduct routine calls with customers 
  • Drive discussions both internally and externally around how the support processes and tools can be better, and then implement the changes that add the most value.
  • Identify areas of opportunities and suggest concrete plans to improve
  • Create strong relationships with the relevant internal and external stakeholders

What you have accomplished thus far:

  • Gained experience in leading Cloud support teams as well as Cloud migration projects and programs.
  • Proven track record of excellent leadership in a highly technical and top performing support team.
  • Hands on technical support experience and managing high profile customers.
  • Solid experience in directly managing technical support teams including hiring, performance assessment, setting KPIs and goals, fulfilling achievement, managing risk, providing mentorship and career progressions.
  • Experience supporting large Enterprise customers
  • Have global experience, ability to manage a 24/7- “Follow the Sun” Model, leading remote teams. 
  • Have exhibited excellent analytical and problem-solving skills
  • Posses solid customer orientation and excellent interpersonal skills
  • Excellent verbal and written communication skills
  • Ability to be on call on occasion

ABOUT SISENSE:

  • We're a passionate, venture-funded team with more than 2000 customers, including Nasdaq,  GE Healthcare, Honda, Verizon, and Philips working out of our office in Midtown.
  • We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
  • We have close relationships with our customers.
  • We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.
  • We have super high customer retention — better than best in class SaaS companies
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • MonetDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

1359 Broadway 4th Floor , New York, NY 10018

An Insider's view of Sisense

How does your team reward individual success?

Employees deserve constant recognition for their hard work and I believe in celebrating individual wins on a daily basis. My team has a Slack channel that allows us to post our wins throughout the day. On a larger scale, we have the Sisense Sizzle, a bi-weekly opportunity for the office to celebrate anniversaries, promotions, peer awards, and more!

Eden

Business Development Representative Team Lead

How do you collaborate with other teams in the company?

Collaboration is in Sisense’s DNA. Sales helps my team grow, bringing in new projects, so we return the favor when they need references or technical advice to help close a deal. R&D helps us develop solutions, so we provide them feedback to improve our product. There’s always a new challenge, but everyone is willing to pitch in.

Max

Solutions Architect

How does the company support your career growth?

Sisense hosts a program that discusses our internal mobility process and skills development to advance your career to the next level. I expressed my interest in a role on the People team in our new San Francisco office, and now I'll be relocating to help grow the engineering team there!

Avril

Technical Recruiter

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower builders to be their best selves and do their work!

Nurit

Chief People Officer

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, unlimited PTO, first Friday after each end of quarter we “Come up for Air” (mandatory), Internal Meeting-Less Days, health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Mental Health Benefits
Sisense offers access to licensed professional counselors (health advocates).
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks
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