Intercom Support Jobs

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8d ago

Technical Support Engineer (Statsig)

Amplitude West New York, NJ

West New York, NJ

8d ago

$95k - $143k/yr Full time Atlassian Bigquery Customer Support

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Job Description

Join Amplitude as a Technical Support Engineer focused on the Statsig product. This onsite role in West New York, NJ offers a benefits-forward environment, a collaborative culture, and opportunities to influence data trust and product adoption across enterprise accounts. Compensation ranges from USD 95,000 to 143,000 per year, with 100% employer-paid premiums for employee medical, dental, and vision on select plans, flexible time off, a suite of monthly and quarterly stipends, and strong parental and mental health supports. You will work with cross-functional teammates to elevate customer experiences, while on-call rotations ensure coverage and shared responsibility.

Responsibilities

Manage support tickets received by email and chat, with escalation when needed
Drive timely resolution by digging into issues and escalating challenging cases
Maintain adherence to service level agreements for all tickets
Participate in quarterly on-call weekend coverage and voluntary on-call holiday shifts
Collaborate with Customer Success Managers to foster data trust in key accounts
Deliver a positive customer experience using Amplitude while working with the team
Create and update both non-technical and technical documentation as the product evolves
Identify common themes or questions and communicate them to drive change
Develop and refine support processes to improve efficiency and quality

Requirements

Bachelor's Degree completed
Experience in a customer-facing role or strong empathy and advocacy for customers
Exposure to using SDKs and APIs, experimentation, statistics, or data science
Professional, friendly demeanor and a willingness to assist
Ability to learn and explain technical products or concepts clearly
Natural curiosity and a problem-solving mindset
Passion for analytics and the problems they solve
Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear
Knowledge of statistical experimentation concepts, including A/B testing, p-values, confidence intervals, and sequential testing methods (SPRT)
Ability to reason through metric design issues, including outlier handling techniques like winsorization
Experience with data pipelines or data warehouse ingestion (e.g., Snowflake, BigQuery) including debugging data freshness and backfill issues
Comfort interpreting and explaining statistical outputs to customers with varying technical levels

Technologies

Zendesk
Intercom
Confluence
Linear
Snowflake
BigQuery

Benefits

Comprehensive medical, dental, and vision coverage with 100% employer-paid premiums for employee plans on select options
Flexible time off, paid holidays, and additional wellness and lifestyle programs
Monthly wellness stipend, monthly commuter/transit stipend, quarterly learning and development stipend, annual home office equipment stipend, and more
Parental benefits including 12 to 20 weeks of Paid Parental Leave, Carrot Fertility care, and back-up child care support
Mental health and wellness benefits with no-cost access to Modern Health coaching and therapy, plus One Medical membership in select locations
Employee Stock Purchase Program (ESPP)

About Amplitude

Recognized in Newsweek Excellence Index 2024
#1 product analytics solution on G2 for 19 consecutive quarters
Fast Company named Amplitude the #3 most innovative enterprise company in the world
Mentorship programs, management training, and wellness initiatives support employee growth
Charitable giving grants and paid volunteer time off empower community impact
Founded in 2012, went public via direct listing in September 2021, trading as AMPL
Global team with offices in San Francisco, New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo
Data Monster is the friendly mascot celebrating data, numbers, and insights

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