Technical Support Engineer

Amplitude; New York (NY); On-site; USD 104,000 - 157,000; Full time

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.

Skills

SDKs & APIs

Data science

Customer empathy

Analytical thinking

A/B testing

Statistics

Metric design

Documentation

Problem solving

Education

Bachelor's Degree

Tools

Snowflake

BigQuery

Zendesk

Intercom

Confluence

Linear

Job description

Amplitude is the leading AI analytics platform, helping over 5,200 customers—including Atlassian, Burger King, NBCUniversal, and Square—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories in G2’s Winter 2026 Report, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at amplitude.com.

As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do.

As a Technical Support Engineer, you will provide enterprise-level experience to our customers through our extensive product knowledge of Amplitude. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for Amplitude’s customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

As a Technical Support Engineer, you will:

• Answer and/or elevate all support tickets via email and chat
• Drive resolution by digging in and escalating challenging tickets
• Ensure that all tickets meet our service level agreements
  • Including an on-call weekend support once per quarter and voluntary on-call holiday support
• Work closely with Customer Success Managers to drive data trust in key accounts
• Provide customers a great experience using Amplitude and working with our team
• Create and update non-technical and technical documentation as the product evolves
• Report to the company any common themes or questions that arise and driving change
• Develop and improve support processes

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

• Completed your Bachelor’s Degree
• Experience with using SDKs and APIs, experimentation, stats, or data science
• Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
• Experience working with data pipelines or warehouse ingestion (e.g. Snowflake, BigQuery, or similar) — including debugging data freshness and backfill issues
• Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication
• The ability to present yourself with professionalism, friendliness, and a willingness to assist
• Ability to learn and explain a technical product or concept
• Natural curiosity and are a problem solver
• Passion about analytics and the problems they solve
• Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Linear
• Familiarity with statistical experimentation concepts; 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 such as winsorization, and their effect on experiment results

Please Note: This role is a non-exempt role and will require you to be in the Amplitude New York office at least 3 times a week.

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view.

The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and well-being of our Ampliteers.

Some of our benefit programs include:

• Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
• Flexible time off, paid holidays, and more
• Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment, and much more
• Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
• Employee Stock Purchase Program (ESPP)

Other fun facts about Amplitude:

• We were recognized in the Newsweek Excellence Index 2024.
• Our customers love us! They've said we're the #1 product analytics solution for 19 quarters in a row on G2.
• We care A LOT about product innovation. Fast Company called us the #3 most innovative enterprise company in the world.
• We invest in our people. We offer mentorship programs, management training, and wellness initiatives.
• We give back to our communities. We give every Ampliteer a charitable giving grant and paid volunteer time off.
• We were founded in 2012, went public via a direct listing in September 2021, and are now trading under the ticker $AMPL.
• We’re a global and fast-growing team! We have employees around the world and offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo.
• Our mascot is Data Monster, who loves to chow down on numbers, charts, and graphs. Nom nom.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Based on legislation in New York City, the following details are for individuals will work for Amplitude in New York City: New York City salary range: $104,000 - $157,000 base salary (inclusive of bonus or commission)

Equal Employment Opportunity and Diversity Statement

We are committed to equal employment opportunity in both principle and as a matter of policy. We will recruit, hire, train, promote, compensate and provide benefits to all applicants and employees without regard to ancestry, sex, race, color, ethnicity, national origin, gender, age, religion, religious creed, mental and/or physical disability, medical condition, military and/or veteran’s status, genetic information, marital status, sexual orientation, gender identity and/or expression, or any other basis protected by applicable federal, state and local laws. This policy applies to all recruiting, hiring, promotions, upgrades, layoffs, compensation, benefits, terminations and all other privileges, terms and conditions of employment. The firm complies fully with all federal, state and local equal employment opportunity laws.

Our values:

At Amplitude, our values guide how we show up for one another and for our customers:

• Humility: We operate from a place of empathy and openness, seeking to understand many points of view.
• Ownership: We take the initiative to solve problems that drive our shared company success.
• Growth Mindset: We’re tenacious in the face of challenges and seek feedback in order to grow ourselves and others.
• Customer Centricity: We put the customer at the center of everything we do and are deeply committed to their success.

We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and well-being of our Ampliteers.

Some of our benefit programs include:

• Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
• 401(k) retirement plan with an employer match of up to 1% of your eligible pay each pay period up to $2,000 annually
• Flexible time off, paid holidays, and more
• Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), new hire home office equipment, and much more
• Excellent Parental benefits including: 12 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy sessions
• Employee Stock Purchase Program (ESPP)

Other fun facts about Amplitude:

• Our customers love us! They've said we're the #1 product analytics solution for 23 quarters in a row on G2.
• We care a lot about product innovation. We've made significant investments in talent and infrastructure to build the most powerful AI analytics platform on the market.
• We invest in our people. We offer mentorship programs, management training, and wellness initiatives.
• We give back to our communities. We give every Ampliteer a charitable giving grant and paid volunteer time off.
• We were founded in 2012, went public via a direct listing in September 2021, and are now trading under the ticker $AMPL.
• We’re a global and fast-growing team! We have employees around the world and offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo.
• Our mascot is Data Monster, who loves to chow down on numbers, charts, and graphs. Nom nom.

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