Why This Job is Featured on The SaaS Jobs
This Manager, APJ Technical Support role stands out in the SaaS ecosystem because it sits at the intersection of product usage, customer outcomes, and regional expansion. Supporting APJ customers for a platform company like Amplitude typically means handling a wide range of implementation patterns and technical environments, where support becomes a key feedback channel into how the product performs in real-world deployments.
From a SaaS career perspective, the remit signals ownership beyond ticket resolution: operational targets (SLA/CSAT), escalation management, and structured collaboration with Product, Engineering, and Customer Success. That combination builds durable experience in running support as a system—using data to diagnose recurring issues, translating customer friction into product improvements, and scaling processes as adoption grows across markets.
The role is best suited to a leader who enjoys coaching technical support engineers while also setting the operating cadence for a regional function. It will fit someone comfortable representing support internally, navigating cross-team trade-offs, and balancing immediate customer impact with longer-term process and tooling improvements. Experience across varied APJ customer expectations and communication styles is likely to be particularly valuable here.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About The Role & Team
As the Manager of our Asia Pacific and Japan (APJ) Technical Support team, you will lead a growing team supporting our diverse and expanding APJ customer base. This is an exciting leadership opportunity to help shape Amplitude's technical support strategy in a high-growth market. You will have ownership over team operations and development with a goal of building a culture of excellence that drives results and provides a best-in-class customer support experience. If you thrive in fast-paced environments, are passionate about scaling support teams, and have a track record of leading high-performing regional teams, then this is the perfect role to make an impact.
As an APJ Technical Support Manager, you will:
- Lead, develop, and inspire a team of Technical Support Engineers focused on delivering a best-in-class support experience to APJ customers.
- Own and optimize daily team operations, ensuring adherence to support targets (SLA and CSAT) and a focus on customer outcomes.
- Collaborate cross-functionally with key stakeholders such as Product, Engineering, and Customer Success to advocate for customer needs, drive continuous product and process improvements, and resolve escalations.
- Develop and execute strategies for scaling support operations as the APJ region grows, partnering with the support leadership team to ensure cross-region cohesion.
- Provide direct coaching and professional development opportunities for team members.
You'll be a great addition to the team if you have:
- Proven experience leading technical support teams in APJ markets with a strong understanding of regional customer needs.
- Track record of thriving in high-growth environments by building, iterating, and optimizing support processes.
- Passionate about coaching and developing team members, enabling teams to succeed by fostering a culture of continuous learning and high performance.
- Strong collaborator with regional cross-functional leaders to solve complex challenges and drive strategic initiatives.
- Bonus: Experience managing distributed onshore and offshore teams and/or integrating AI technologies into day-to-day support operations without compromising quality or customer satisfaction.
At a minimum, you need to have:
- 3+ years of experience in technical support or a related customer-facing field, with at least 1 year in a people management role.
- A proven track record of driving team performance, achieving support SLA and CSAT targets, and delivering excellent customer outcomes.
- Strong technical learning agility, including familiarity with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira).
- Excellent communication skills and can confidently represent the team internally and externally.
- You demonstrate a growth mindset and a commitment to continuous improvement.
