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Technical Support Engineer

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. Almost 2,000 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.


Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude also believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion--one focused on psychological safety, empathy, and human connection,--that will allow employees of all backgrounds to thrive.


Amplitude is the pioneer in digital optimization software. More than 1,400 customers, including Atlassian, Instacart, NBCUniversal, Shopify, and Under Armour rely on Amplitude to power their digital products. Amplitude makes product data accessible to every member of an organization, empowering them to make data-driven decisions that fuel faster product innovation and growth. As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.


As a Technical Support Engineer, you will be one of the top product experts at the entire company and be responsible for sharing that knowledge with our customers and internal teams. People will rely on you to educate them on our product. 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
  • Please note that this role will entail a few quarters of offset working hours of roughly 12:00pm-8:00pm to support international teams based on volume and need
  • 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
  • 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
  • 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 Jira

 

Who We Are


The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view. 


We care about the well-being of our team: along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a 12-week parental leave, a subscription to Modern Health, and a generous Learning & Development stipend. 


The Product: Amplitude is a digital optimization system – we help companies understand their users, rapidly release better product experiences, and ultimately grow their business. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era. 

 

Other fun facts about Amplitude: 


  • Amplitude is a tech company to bet your career on in 2021, according to Business Insider.
  • Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL. 
  • Amplitude is the #1 product analytics solution according to G2.
  • Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures,, Y Combinator and other top tier investors.
  • Not only are tech leaders like PayPal, Shopify and Square using Amplitude, but so are some of the biggest, most enduring companies in the world like Walmart and NBC Universal.
  • We’re a global and fast-growing team! We’ve hired more than 300 people in 2021 and have operations in San Francisco (HQ), New York, Amsterdam, London, Paris and Singapore.
  • Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

 

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.


Amplitude’s D&I Commitment: Amplitude believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.

 

This role is eligible for equity, benefits and other forms of compensation.


Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $86,000 - $129,000 total target cash (inclusive of bonus or commission)


Based on legislation in New York City, the following details are for individuals who will work for Amplitude in New York City. New York City salary range: $96,000 - $144,000 total target cash (inclusive of bonus or commission)


Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $96,000 - $144,000 total target cash (inclusive of bonus or commission)


Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $86,000 - $129,000 total target cash (inclusive of bonus or commission)


Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $86,000 - $129,000 total target cash (inclusive of bonus or commission)


Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan.

 

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Amplitude is one of the leading providers of product intelligence platforms in America. Founded in 2012, Amplitude has been helping businesses acquire actionable insights from customer digital journeys with the help of collaborative analytics.

10 jobs
BADGES
Badge ChangemakerBadge Family FriendlyBadge Work&Life BalanceBadge Rapid Growth
CULTURE VALUES
Inclusive & Diverse
Empathetic
Growth & Learning
Social Impact Driven
BENEFITS & PERKS
Dental Insurance
Disability Insurance
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Vision Insurance
Performance Bonus
Paid Holidays
FUNDING
Public
DEPARTMENTS
Engineering
SECTOR
Software Development
TEAM SIZE
501-1000
LOCATION
Hybrid
DATE POSTED
July 10, 2023

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