Manager, APJ Technical Support

Amplitude; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate APJ Technical Support Manager to lead a growing team in delivering exceptional customer support. This role offers the opportunity to shape the technical support strategy in a high-growth market, ensuring a best-in-class experience for customers. You will be responsible for coaching team members, optimizing operations, and collaborating across departments to advocate for customer needs. If you thrive in fast-paced environments and have a proven track record in technical support management, this is your chance to make a significant impact in a dynamic organization.

Qualifications

• 3+ years in technical support with 1 year in management.
• Strong technical learning agility with SDKs and APIs.

Responsibilities

• Lead and inspire a team of Technical Support Engineers.
• Optimize daily operations and ensure adherence to support targets.

Skills

Technical Support Management

Team Leadership

Customer Service Excellence

Collaboration

Coaching and Development

Education

Bachelor's Degree

Tools

Zendesk

Intercom

Confluence

Jira

Job description

Amplitude is the leading digital analytics platform that helps companies unlock the power of their products. Over 4,000 customers, including Atlassian, NBCUniversal, Under Armour, Shopify, and Jersey Mike’s, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. Amplitude is the best-in-class analytics solution for product, data, and marketing teams, ranked #1 in multiple categories in G2’s Spring 2025 Report. Learn how to optimize your digital products and business atamplitude.com .

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude’s Commitment to Diversity Equity & Inclusion (DEI):Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

About The Role & Team

As the Manager of our Asia Pacific and Japan (APJ) Technical Support team, you will lead a growing team supporting our diverse and expanding APJ customer base. This is an exciting leadership opportunity to help shape Amplitude's technical support strategy in a high-growth market. You will have ownership over team operations and development with a goal of building a culture of excellence that drives results and provides a best-in-class customer support experience. If you thrive in fast-paced environments, are passionate about scaling support teams, and have a track record of leading high-performing regional teams, then this is the perfect role to make an impact.

As an APJ Technical Support Manager, you will:

• Lead, develop, and inspire a team of Technical Support Engineers focused on delivering a best-in-class support experience to APJ customers.
• Own and optimize daily team operations, ensuring adherence to support targets (SLA and CSAT) and a focus on customer outcomes.
• Collaborate cross-functionally with key stakeholders such as Product, Engineering, and Customer Success to advocate for customer needs, drive continuous product and process improvements, and resolve escalations.
• Develop and execute strategies for scaling support operations as the APJ region grows, partnering with the support leadership team to ensure cross-region cohesion.
• Provide direct coaching and professional development opportunities for team members.

You'll be a great addition to the team if you have:

• Proven experience leading technical support teams in APJ markets with a strong understanding of regional customer needs.
• Track record of thriving in high-growth environments by building, iterating, and optimizing support processes.
• Passionate about coaching and developing team members, enabling teams to succeed by fostering a culture of continuous learning and high performance.
• Strong collaborator with regional cross-functional leaders to solve complex challenges and drive strategic initiatives.
• Bonus: Experience managing distributed onshore and offshore teams and/or integrating AI technologies into day-to-day support operations without compromising quality or customer satisfaction.

At a minimum, you need to have:

• 3+ years of experience in technical support or a related customer-facing field, with at least 1 year in a people management role.
• A proven track record of driving team performance, achieving support SLA and CSAT targets, and delivering excellent customer outcomes.
• Strong technical learning agility, including familiarity with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira).
• Excellent communication skills and can confidently represent the team internally and externally.
• You demonstrate a growth mindset and a commitment to continuous improvement.

Staying Safe - Protect Yourself From Recruitment Fraud
We are aware of individuals and entities fraudulently representing themselves as Amplitude recruiters and/or hiring managers. Amplitude will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Amplitude recruiting team will come from an @amplitude.com email address. You can learn more about how to protect yourself from these types of fraud by referring tothis article . Please exercise caution and cease communications if something feels suspicious about your interactions.

Create a Job Alert

Interested in building your career at Amplitude ? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Demographic Questions - Singapore

To help hold ourselves accountable to our diversity and inclusion objectives, please take a few moments to complete the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Why is Amplitude collecting demographic data? What is Amplitude trying to achieve by collecting this data?

Collecting demographic data is part of our commitment to inclusivity and fairness in the hiring process. Amplitude has made a commitment that all candidates experience a fair and equitable hiring process. As a data-driven company, we believe you can’t improve something if you can’t measure it. We are implementing methods to measure fairness in the Amplitude hiring process, and we need demographic data from applicants to achieve these goals.

As set forth in Amplitude's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.