Technical Support Engineer (Statsig)

jobr.pro; New York (NY); On-site; USD 95,000 - 143,000; Full time

Benefits offered by this job

Excellent Medical, Dental and Vision insurance

Flexible time off

Generous wellness stipends

Paid Parental Leave

Mental health benefits

Employee Stock Purchase Program

Job summary

Amplitude is seeking a Technical Support Engineer located in New York, NY, to provide enterprise-level support to customers. You will utilize your product knowledge to effectively diagnose and resolve customer issues, ensuring a high-quality experience.

The ideal candidate has a Bachelor’s Degree, experience in customer-facing roles, and a passion for analytics. Key benefits include excellent health coverage, flexible time off, and an Employee Stock Purchase Program.

Qualifications

• Track record in a customer-facing role or strong empathy towards customers.
• Ability to learn and explain technical products.
• Familiarity with statistical concepts and support tools.

Responsibilities

• Answer and troubleshoot support tickets via email and chat.
• Drive resolution for challenging tickets.
• Provide on-call weekend support quarterly.

Skills

Customer advocacy

Technical product knowledge

Experience with SDKs and APIs

Analytical mindset

Education

Bachelor’s Degree

Tools

Zendesk

Intercom

Confluence

Linear

Job description

Amplitude is the leading AI analytics platform, helping over 4,700 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.

About The Role & Team

Amplitude is the pioneer in digital optimization software. More than 1,400 customers, including Atlassian, Instacart, NBCUniversal, Shopify, and Under Armour rely on Amplitude to power their digital products. Amplitude makes product data accessible to every member of an organization, empowering them to make data‑driven decisions that fuel faster product innovation and growth. As a Technical Support Engineer, you will provide enterprise‑level experience to our customers through extensive product knowledge of Amplitude. You will research, diagnose, troubleshoot, and resolve customer issues accurately and timely, educate them on our product, locate and diagnose problems, and recommend best‑course actions. You will also partner cross‑functionally with Product and Engineering to advocate for customers and ensure a high‑quality experience throughout their lifecycle.

Responsibilities

• Answer and/or escape support tickets via email and chat.
• Drive resolution by digging in and escalating challenging tickets.
• Ensure all tickets meet our service level agreements.
• Provide 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 drive change.
• Develop and improve support processes.

Qualifications

• Completed your Bachelor’s Degree.
• Track record in a similar customer‑facing role or strong ability to empathize with customers and be their advocate.
• Experience with using SDKs and APIs, experimentation, stats, or data science.
• 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.
• 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.

Additional Information

This is a non‑exempt role and requires you to be in the Amplitude New York office at least 3 times a week. Based on legislation in New York City, the following details are for individuals who will work for Amplitude in New York City: New York City salary range: $95,000 - $143,000 base salary (inclusive of bonus or commission).

Benefits

• 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 wellness, commuter transit/parking, learning and development, home office equipment, and more.
• Excellent parental benefits including 12‑20 weeks of Paid Parental Leave, Fertility Benefits/Adoption/Surrogacy support, and 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).

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.