Technical Support Engineer

New York Cityfull timeOn Site

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$104k–$157k

H1B: yes

Amplitude Technical Support Engineer at Amplitude provides enterprise-level support by researching, diagnosing, and resolving customer issues using extensive product knowledge. The role includes collaborating cross-functionally to advocate for customers and improve support processes.

Responsibilities

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
Participate in 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 common themes or questions that arise and drive change
Develop and improve support processes

Qualification

Completed your Bachelor’s DegreeExperience with using SDKs and APIs

Required

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

Benefits

Dental
Vision
401(k)
Equity/RSU
Parental Leave
Wellness

Company

Amplitude

View company page

Source: ashby

Active within the past hour

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Must-Have Skills for This Role

SDKsAPIsSnowflakeBigQuerydata pipelinesdata warehouse ingestion

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