Why This Job is Featured on The SaaS Jobs
Technical Support Engineer roles are a key part of the SaaS operating system, especially for a product like Amplitude where customers depend on instrumentation, data reliability, and correct configuration to realize value. This listing stands out because the support function sits close to product analytics workflows—often spanning SDKs, APIs, and enterprise expectations—rather than being limited to basic troubleshooting.
From a SaaS career perspective, the work builds durable strengths: translating technical behavior into customer outcomes, managing issues through ticketing and escalation paths, and developing the pattern-recognition needed to reduce repeat incidents through documentation and process improvements. The cross-functional connection to Product and Engineering also reflects how mature SaaS companies use Support as an input to roadmap quality and lifecycle experience, not simply a reactive queue.
This role tends to fit professionals who like structured problem-solving, clear communication, and switching between real-time diagnosis and longer-term improvements. It suits someone who wants to become a product expert in a complex SaaS platform and who values being measured on resolution quality, customer impact, and the ability to turn recurring questions into scalable support assets.
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
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 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 Jira
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