Technical Support Engineer

Technical Support EngineerAmplitude is the leading AI analytics platform, helping over 5,200 customers—including Atlassian, Burger King, NBCUniversal, and Square—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories in G2's Winter 2026 Report, Amplitude is the best-in-class solution for product, data, and marketing teams.As a Technical Support Engineer, you will provide enterprise-level experience to our customers through our extensive product knowledge of Amplitude. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for Amplitude's customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. 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 chatDrive resolution by digging in and escalating challenging ticketsEnsure that all tickets meet our service level agreements including an on-call weekend support once per quarter and voluntary on-call holiday supportWork closely with Customer Success Managers to drive data trust in key accountsProvide customers a great experience using Amplitude and working with our teamCreate and update non-technical and technical documentation as the product evolvesReport to the company any common themes or questions that arise and driving changeDevelop and improve support processesYou'll be a great addition to the team if you have:Completed your Bachelor's DegreeExperience with using SDKs and APIs, experimentation, stats, or data scienceTrack record in a similar customer-facing role OR strong ability to empathize with customers and be their advocateExperience working with data pipelines or warehouse ingestion (e.g. Snowflake, BigQuery, or similar) — including debugging data freshness and backfill issuesComfort interpreting and explaining statistical outputs to customers with varying levels of technical sophisticationThe ability to present yourself with professionalism, friendliness, and a willingness to assistAbility to learn and explain a technical product or conceptNatural curiosity and are a problem solverPassion about analytics and the problems they solveFamiliarity with Support tools such as Zendesk, Intercom, Confluence, and LinearFamiliarity with statistical experimentation concepts; A/B testing, p-values, confidence intervals, and sequential testing methods (e.g. SPRT)Ability to reason through metric design issues including outlier handling techniques such as winsorization, and their effect on experiment resultsPlease Note: This role is a non-exempt role and will require you to be in the Amplitude New York office at least 3 times a week.