Why This Job is Featured on The SaaS Jobs
This Technical Support Engineer role sits at a core SaaS inflection point: turning sophisticated product capabilities into reliable customer outcomes. In an analytics platform context, support is not limited to break fix work; it becomes a feedback channel on implementation friction, data quality concerns, and how real teams adopt features across their lifecycle. The remit also signals a support function that interfaces with Product and Engineering, which is often where SaaS companies surface patterns that materially shape the roadmap.
For a SaaS career, the long-term value is the blend of customer facing problem solving and technical fluency across APIs, SDKs, and evolving documentation. Experience diagnosing issues that block adoption maps well to future paths in solutions engineering, technical account management, customer success operations, or product roles that rely on sharp signal from the field. Process improvement and theme reporting are also practical training in how SaaS organizations scale service quality without losing consistency.
This role best fits someone who enjoys structured troubleshooting, clear written communication, and translating complex systems into actionable next steps. It will suit professionals who like partnering across functions, can balance individual ticket ownership with escalation judgment, and are motivated by building durable support practices as the product changes.
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 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 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.
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