Technical Support Engineer (Statsig)

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