Technical Support Specialist

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.

Amplitude's Commitment to Diversity Equity & Inclusion (DEI): 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.

About The Role & Team

As a Technical Support Specialist, 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 Specialist, 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
• 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:

• 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.

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