Technical Support Engineer (Statsig)New York, NY

Amplitude is a leading AI analytics platform serving numerous customers. Role Overview As a Technical Support Engineer, you will provide enterprise-level experience to our customers through extensive product knowledge of Amplitude, diagnosing and resolving issues, and advocating for our customers. Responsibilities Answer and/or elevate support tickets via email and chat. Drive resolution for challenging tickets and ensure all tickets meet service level agreements. On-call weekend support once per quarter and voluntary on-call holiday support. Collaborate closely with Customer Success Managers to drive data trust in key accounts. Provide customers a great experience using Amplitude. Create and update non-technical and technical documentation as product evolves. Report common themes or questions that arise and advocate for change. Develop and improve support processes. Qualifications Completed your Bachelor's Degree. Track record in a similar customer-facing role or strong ability to empathize with customers. Experience with SDKs, APIs, experimentation, statistics, or data science. Professional, friendly demeanor and willingness to assist. Ability to learn and explain a technical product or concept. Natural curiosity and problem-solving skills. Passion about analytics and the problems they solve. Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear. Knowledge of statistical experimentation concepts; A/B testing, p-values, confidence intervals, and sequential testing methods. Ability to reason through metric design issues including outlier handling techniques such as winsorization and their effect on experiment results. Experience working with data pipelines or warehouse ingestion (Snowflake, BigQuery, or similar) including debugging data freshness and backfill issues. Comfort interpreting and explaining statistical outputs to customers of varying technical sophistication. Additional Information This role is non-exempt and requires working in the Amplitude New York office at least 3 times a week. Salary range (NYC): $95,000 - $143,000 base salary (inclusive of bonus or commission). Amplitude provides equal employment opportunities (EEO). All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. By applying for this job, you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice. #J-18808-Ljbffr Amplitude Software Co