Why This Job is Featured on The SaaS Jobs
Within the SaaS ecosystem, Support Operations and Enablement roles sit at the intersection of product complexity, customer expectations, and internal tooling. This position is notable because it focuses on how a global technical support function runs—standardizing playbooks, improving systems, and translating operational signals (SLAs, CSAT) into decisions that affect the customer experience and, indirectly, product quality.
For a SaaS career path, the long-term value is in learning how recurring-revenue businesses scale service delivery without relying on headcount alone. Ownership of onboarding, ongoing training, and SME programs builds a durable capability in operational design, while dashboarding and workflow optimization sharpen the ability to quantify performance and prioritize improvements. The emphasis on feedback loops with Product and Engineering also develops a practical understanding of how support insights become product changes—an important competency in mature SaaS organizations.
This role tends to suit professionals who prefer building repeatable systems over handling individual tickets, and who are comfortable influencing across functions without direct authority. It aligns with someone early-to-mid career in support ops, enablement, or business operations who wants deeper exposure to tooling, automation, and measurable service outcomes in a SaaS environment.
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
We're looking for a Technical Support Operations & Enablement Manager to level up how our global technical support team works. You'll be the person behind the systems, programs, and insights that keep us running smoothly. This role is all about scaling operations, rolling out enablement programs, and making sure our Technical Support Managers and Engineers have what they need to crush SLAs and deliver an awesome customer experience. If you love solving messy problems, building programs that stick, and making teams more effective with the right tools, data, and knowledge, then this role is for you.
What You'll Do
- Be the Ops Backbone: Build and maintain the processes, playbooks, and tools that keep Amplitude technical support consistent and efficient across regions.
- Drive Repeatable Enablement: Own onboarding, ongoing training, and subject matter expert (SME) programs so our technical support engineers (TSEs) are always learning and leveling up.
- Make Tools Work for Us: Partner with Product, Engineering, and IT to optimize and roll out support ticketing and AI/automation workflows that accelerate TSE success.
- Turn Data Into Action: Build dashboards and surface insights on SLAs, CSAT, and other trends to guide planning and decisions.
- Connect the Dots: Strengthen feedback loops between Technical Support, Product, and Engineering so customer pain points drive product improvements.
You'll Thrive Here If You
- Get energy from creating structure out of chaos and building programs that scale transformation.
- Love designing onboarding, playbooks, or enablement that help technical teams excel.
- Are curious about how AI can transform support workflows and excited to experiment, implement, and measure impact.
- Be a thought partner on AI strategy and tooling adoption.
- Communicate clearly, influence across teams, and thrive in fast-paced, global environments.
At a Minimum, You Need
- 1-3 years in Support / Business Ops or Enablement working with technical teams.
- A track record of driving measurable improvements through process, tooling, or training.
- Familiarity with AI in support workflows and a desire to go deeper.
- Strong project management and communication skills to scope, prioritize, and deliver.
- Solid understanding of SaaS customer support workflows and tools (e.g. Zendesk, Jira, Slack, PagerDuty, Datadog, Intercom, Salesforce).
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: At Amplitude, we offer a comprehensive benefits package designed to support your physical, emotional, and financial well-being. We believe that our employees should have access to high-quality healthcare, paid time off, and other benefits that allow them to focus on their work and their personal lives.
Our benefits package includes:
- Competitive medical, dental, and vision programs
- Paid family bonding time off and family forming benefits
- Annual leave plus holidays
- Fully paid disability and life insurance programs
- Wellness and Learning and Development allowances and more…
- Employee Stock Purchase Program (ESPP)
We are committed to creating a globally consistent and locally sensitive benefits plan that meets the needs of our employees around the world, regardless of where they live. We believe that our benefits are an important part of our employee value proposition and that they help us to attract and retain top talent. We encourage you to learn more about our benefits package and to see how we can support your well-being.
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 product analytics solution for 15 quarters in a row on G2.
- We're focused on growth. Check us out in Deloitte’s 2023 Technology Fast 500™
- We care A LOT about product innovation. Fast Company called us the #3 most innovative enterprise company in the world.
- We invest in our people. We offer mentorship programs, management training, and wellness initiatives.
- We give back to our communities. We give every Ampliteer a charitable giving grant and paid volunteer time off.
- We were founded in 2012, went public via a direct listing in September 2021, and are now trading under the ticker $AMPL.
- We’re a global and fast-growing team! We have employees around the world and offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo.
- Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.
Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
Based on legislation in California, the following details are for individuals who will work for Amplitude California: California salary range: $106,000 - $159,000 base salary (inclusive of bonus or commission).
