Enterprise Tech Support Engineer — Analytics Platform (Hybrid NYC)

Amplitude

New York (NY)

On-site

USD 104,000 - 157,000

Full time

4 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Competitive pay and benefits

Parental and mental health benefits

Job summary

Amplitude, the leading AI analytics platform, seeks a Technical Support Engineer in New York City. You will deliver enterprise-level support, diagnose complex issues, and collaborate with Product and Engineering to remove blockers and improve the customer journey.

In this role, you’ll help teams trust data and maximize product adoption through effective problem solving. You will work with SDKs/APIs, data pipelines, and statistical concepts, communicating clearly with customers of varying

Qualifications

Bachelor’s degree completed.
Experience with SDKs/APIs, experimentation, statistics, or data science.
Customer-facing experience or ability to advocate for customers.
Experience with data pipelines or warehouse ingestion (Snowflake/BigQuery).
Familiar with support tools such as Zendesk, Intercom, Confluence, and Linear.
Familiarity with statistical experimentation concepts (A/B testing, p-values, confidence intervals).
Ability to explain statistics to customers with varying levels of technical aptitude.

Responsibilities

Answer and/or elevate all support tickets via email and chat.
Drive resolution by digging in and escalating challenging tickets.
Ensure tickets meet SLAs, including on-call weekend/holiday support.
Work with Customer Success Managers to drive data trust in key accounts.
Provide customers a great experience using Amplitude and collaborating with the team.
Create and update non-technical and technical product documentation.
Report common themes or questions and drive process improvements.
Develop and improve support processes.