Amplitude offers a people-first, growth-minded environment where teams collaborate to help customers trust their data. This on-site Technical Support Engineer (Statsig) role is based in New City, NY, with quarterly on-call rotations and close partnership with Customer Success Managers to drive product adoption. Compensation ranges from USD 95,000 to 143,000 per year, and a Bachelor's degree is required.
Our benefits package supports health and well-being, professional growth, and work-life balance. You can count on comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employee plans on select options, flexible time off and holidays, generous stipends for wellness, commuting, learning, and home office needs, strong parental leave and family support, mental health resources, and an Employee Stock Purchase Program.
Responsibilities
- Respond to and/or escalate support tickets received via email and chat to ensure timely resolution
- Advance ticket resolution by digging into issues and escalating complex cases
- Maintain adherence to service level agreements for all tickets
- Provide on-call weekend support once per quarter
- Volunteer on-call holiday coverage as needed
- Collaborate with Customer Success Managers to strengthen data trust in key accounts
- Deliver a positive customer experience when using Amplitude and when collaborating with the team
- Create and update both non-technical and technical documentation as the product evolves
- Identify common themes or questions and report them to the broader organization to drive change
- Develop and refine support processes to improve efficiency and outcomes
Requirements
- Bachelor's Degree completed
- Experience in a customer-facing role or demonstrated ability to empathize with customers and advocate on their behalf
- Experience with SDKs and APIs, experimentation, statistics, or data science concepts
- Professional, friendly communication style and a willingness to help
- Ability to learn and explain technical products or concepts
- Natural curiosity and a proactive problem-solving approach
- 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 (e.g., SPRT)
- Ability to reason through metric design issues, including outlier handling techniques like winsorization and their impact on results
- Experience with data pipelines or data warehouse ingestion (e.g., Snowflake, BigQuery) and debugging data freshness or backfill issues
- Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication
Technologies
- Zendesk
- Intercom
- Confluence
- Linear
- Snowflake
- BigQuery
Who we are
Amplitude is a digital analytics platform that helps teams capture trusted data, uncover actionable insights about user behavior, and move quickly to improve products. We value growth mindset, ownership, and humility, and operate with empathy and openness to solve problems together. Our global team spans multiple cities, including San Francisco, New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo, and we maintain a culture of mentorship and wellness initiatives. Founded in 2012 and publicly listed in 2021, Amplitude trades under the ticker AMPL. Our community focuses on product innovation, customer success, and giving back through charitable initiatives and paid volunteer time off.
