Amplitude, the leading AI analytics platform serving over 4,700 customers including Atlassian, Burger King, NBCUniversal and Square, is hiring a Technical Support Engineer to provide enterprise-level support. You will research, diagnose, troubleshoot and resolve customer issues accurately and in a timely manner, educate customers on the product, remove blockers to adoption and drive value realization. The team also partners with Product and Engineering to advocate for customers throughout their lifecycle, and you will have opportunities to take on projects that help the company scale.
Stack
Responsibilities
- ▹Answer and/or escalate all support tickets via email and chat
- ▹Drive resolution by digging into and escalating challenging tickets
- ▹Ensure all tickets meet service level agreements, including 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 the team
- ▹Create and update non-technical and technical documentation as the product evolves
- ▹Report common themes or questions to the company and drive change
- ▹Develop and improve support processes
Requirements
- ▹Completed Bachelor's degree
- ▹Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
- ▹Experience with using SDKs and APIs
- ▹Professional, friendly presence and a willingness to assist
- ▹Ability to learn and explain a technical product or concept
- ▹Natural curiosity and problem-solving mindset
- ▹Passion for analytics and the problems it solves
- ▹Familiarity with support tools such as Zendesk, Intercom, Confluence and Linear
Soft skills
What we offer
- ▹Mentorship programs, management training and wellness initiatives
- ▹Charitable giving grant and paid volunteer time off for every employee
About the company
Amplitude is the leading AI analytics platform, helping over 4,700 customers build better products and digital experiences, ranked #1 across multiple categories in G2's Winter 2026 Report. Founded in 2012, it went public in September 2021 (ticker $AMPL) and has offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore and Tokyo.