Experience with SDKs and APIs, experimentation, stats, or data science
Proven track record in a customer-facing role or strong customer advocacy skills
Experience with data pipelines or warehouse ingestion (e.g., Snowflake, BigQuery)
Comfort with interpreting and explaining statistical outputs to diverse audiences
Professional demeanor with a friendly, helpful attitude
Ability to learn and explain technical concepts
Natural curiosity and problem-solving mindset
Familiarity with support tools like Zendesk, Intercom, Confluence, and Linear
Understanding of statistical experimentation concepts like A/B testing and p-values
Responsibilities
Answer and escalate support tickets via email and chat
Drive resolution by investigating and escalating challenging tickets
Ensure all tickets meet service level agreements, including on-call weekend support quarterly
Collaborate with Customer Success Managers to enhance data trust in key accounts
Deliver an exceptional customer experience using Amplitude
Create and update both technical and non-technical documentation as the product evolves
Report common themes or questions to drive company-wide improvements
Develop and refine support processes
Benefits
100% employer-paid premiums for employee Medical, Dental, and Vision on select plans
Flexible time off and paid holidays
Generous stipends for wellness, commuting, learning, and home office equipment
Excellent parental benefits including up to 20 weeks of Paid Parental Leave
Mental health and wellness benefits with access to coaching and therapy sessions
Employee Stock Purchase Program (ESPP)
Full Job Description
As a Technical Support Engineer, you will provide enterprise-level experience to our customers through our extensive product knowledge of Amplitude. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for Amplitude's customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.
As a Technical Support Engineer, you will:
Answer and/or escalate all support tickets via email and chat
Drive resolution by digging in and escalating challenging tickets
Ensure that all tickets meet our service level agreements
Including an on-call weekend support once per quarter and voluntary on-call holiday support
Work closely with Customer Success Managers to drive data trust in key accounts
Provide customers a great experience using Amplitude and working with our team
Create and update non-technical and technical documentation as the product evolves
Report to the company any common themes or questions that arise and driving change
Develop and improve support processes
You'll be a great addition to the team if you have:
Completed your Bachelor's Degree
Experience with using SDKs and APIs, experimentation, stats, or data science
Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
Experience working with data pipelines or warehouse ingestion (e.g. Snowflake, BigQuery, or similar) - including debugging data freshness and backfill issues
Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication
The ability to present yourself with professionalism, friendliness, and a willingness to assist
Ability to learn and explain a technical product or concept
Natural curiosity and are a problem solver
Passion about analytics and the problems they solve
Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Linear
Familiarity with statistical experimentation concepts; A/B testing, p-values, confidence intervals, and sequential testing methods (e.g. SPRT)
Ability to reason through metric design issues including outlier handling techniques such as winsorization, and their effect on experiment results
Please Note: This role is a non-exempt role and will require you to be in the Amplitude New York office at least 3 times a week.
Some of our benefit programs include:
Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
Flexible time off, paid holidays, and more
Generous stipends to spend on what matters most to you, whether that's wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more
Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
Employee Stock Purchase Program (ESPP)
About Amplitude
Amplitude is a San Francisco-based technology company that provides analytics software for businesses. The company's platform allows businesses to track user behavior and analyze data to improve their products and services. Amplitude was founded in 2012 and has since grown to serve over 1,000 customers, including Microsoft, Twitter, and HubSpot. The company has been recognized for its innovative approach to analytics, including its use of machine learning and other advanced technologies. Amplitude has also been praised for its commitment to diversity and inclusion, including its efforts to increase the representation of women and underrepresented minorities in the tech industry.
