Technical Support Engineer

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. 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. 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 Team 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 escalate 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 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 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 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. 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 ... (truncated, view full listing at source)