Technical Support Engineer

Responsibilities

• Answer and escalate support tickets via email and chat to ensure service level agreements are met
• Research, diagnose, and troubleshoot complex technical issues to drive product adoption
• Partner with Customer Success Managers to ensure data trust in key enterprise accounts
• Create and update technical and non-technical documentation as the product evolves
• Collaborate cross-functionally with Product and Engineering teams to advocate for customer needs
• Identify common customer themes and report them to drive product and process improvements

Requirements

• Bachelor's Degree
• Experience working with SDKs and APIs
• Familiarity with support tools such as Zendesk, Intercom, Confluence, or Linear
• Strong problem-solving skills and the ability to explain technical concepts to various audiences
• Experience in a customer-facing role with a focus on empathy and advocacy

Preferred Qualifications

• Knowledge of statistical experimentation concepts (e.g., A/B testing, p-values, confidence intervals)
• Experience with data pipelines or warehouse ingestion (e.g., Snowflake, BigQuery)
• Ability to reason through metric design issues and outlier handling techniques

About the Company

Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, and Square—build better products and digital experiences. We provide best-in-class solutions for product, data, and marketing teams to analyze, test, and optimize user experiences.