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
- Potentially do on-call weekend support
- 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
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 some code, SDKs, and APIs is not required but some knowledge could help you ramp faster
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 (annual), 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:
#LI-JJ1
#LI-Hybrid
"This role is eligible for equity, benefits and other forms of compensation.
Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $79,000 - $119,000 total target cash (inclusive of bonus or commission)
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: $88,000 - $132,000 total target cash (inclusive of bonus or commission)
Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $88,000 - $132,000 total target cash (inclusive of bonus or commission)
Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $79,000 - $119,000 total target cash (inclusive of bonus or commission)
Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $79,000 - $119,000 total target cash (inclusive of bonus or commission)
Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan."
