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Junior Technical Support Specialist
2 weken geleden
Amplitude is the leading Amplitude is the leading digital analytics platform, helping over 4,300 customers—including Atlassian, Burger King, NBCUniversal, Square, and Under Armour—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 by G2, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at
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.
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
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 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.
As a Technical Support Specialist, you will provide a great 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 Specialist, you will:
- Answer and/or escalate all support tickets via Zendesk ticketing system
- Drive resolution by digging in and escalating challenging tickets
- Ensure that all tickets meet our service level agreements
- Work closely with internal account team stakeholders 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 by partnering with global team members
- Provide expert product support through Amplitude's ticketing system (Zendesk), ensuring fast, accurate, and empathetic responses.
- Investigate and troubleshoot customer issues involving SDKs, APIs, integrations, and data discrepancies.
- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive timely resolutions and influence product improvements.
- Document and share learnings, creating internal and customer-facing knowledge base articles to improve future efficiency.
- Identify patterns in customer issues and proactively suggest fixes or process improvements to reduce recurring problems.
- Support service reliability by participating in on-call rotations or weekend coverage as needed.
- Champion customer success by helping users gain trust in their data and maximize the value of the Amplitude platform.
You'll be a great addition to the team if you have:
- Completed your Bachelor's Degree
- Present yourself with professionalism, friendliness, and a willingness to assist
- Empathize with customers and be their advocate
- 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
- Experience with code, SDKs, and APIs will help you ramp faster
- Bachelor's degree in a technical, analytical, or related field (or equivalent experience).
- 1–3 years of experience in a technical support, developer support, or SaaS product support role.
- Familiarity with APIs, SDKs, JavaScript, or data analytics tools - comfortable reading and interpreting code or logs.
- Strong analytical skills and a methodical approach to troubleshooting.
- Excellent communication and customer service skills - you can translate technical concepts for non-technical users.
- A collaborative mindset with curiosity and initiative to improve tools, documentation, and processes.
- Passion for data, product analytics, and helping customers succeed through technology.
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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 @ email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.
