Sr. Manager, Technical Solutions Engineering (Support) at Sisense

| Greater NYC Area
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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 SOLUTIONS TEAM:

As a Sr. Manager, Technical Solutions Engineering , you will lead a team of Senior Technical Solution Engineers working with leading enterprise organizations and startups to realize the power of data analytics with Sisense. You will handle customer escalation by combining business acumen with technical assessment skills. You will help grow and lead a team of highly skilled troubleshooting experts who can diagnose a wide variety of issues within minutes.

 

HOW YOU’LL RAMP:

By Day 30...

  • Learn how the product is utilized and how to troubleshoot Sisense.
  • Understand Sisense Architecture and product areas
  • Understand current team processes and identify gaps and areas for improvement
  • Establish the relationships necessary for long-term collaboration with Customer Success Managers, Professional Services, L4, R&D
  • Shadow calls and tickets with Senior Solutions Engineers.

By Day 60…

  • Familiarize with different types of technical challenges, engagements, and projects related to Sisense customers. 
  • Develop processes that improve team efficiency and ensure the best outcomes for customers.
  • Work with peers and your team to strategize and execute on technical success plans for customer

By Day 90...

  • You will complete a deep dive into Sisense’s technical infrastructure 
  • Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success.
  • Drive discussions both internally and externally around how the the customer support experience can be better, and then implement the changes that add the most value.
  • Expand your influence across the company, driving process and improvements where appropriate.

WHAT YOU’VE ACCOMPLISHED… SO FAR:

  • In your previous roles you have hired and scaled engineering, support or professional services teams
  • Expertise in understanding metrics to measure the effectiveness of technical support within the organization.
  • Experience in troubleshooting, and supporting large-scale applications such as web services, data storage, databases, data pipelines, high-performance computing, with Linux/Unix or Windows operating systems.
  • Experience managing Enterprise customer relationships and advocating for issues or needs.
  • Ability to operate in a customer focused environment and advocate for customers across a cross-functional organization.
  • Experience in growing the people on your team. Many of your former reports have varied and successful careers, propelled by your guidance.

OUR INTERVIEW PROCESS:

  • We want to know what it's like to work together!
  • We'll simulate what it's like to work on the team. You will craft customer responses, do a mock troubleshooting phone call, and get to know our people and culture. 

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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