Why This Job is Featured on The SaaS Jobs
Technical Support is a critical function in SaaS businesses where product value is realized through ongoing usage, not a one time delivery. In an analytics platform context, support often sits close to the core of the product, translating real world implementation issues into actionable signals about reliability, instrumentation, and adoption barriers across customer environments.
For a SaaS career, this role builds durable experience in diagnosing problems that span APIs, SDKs, and customer workflows, while developing the habit of documenting learnings as the product evolves. The cross functional partnership with Product and Engineering also reflects a common SaaS operating model, where Support contributes to product quality by surfacing patterns, clarifying edge cases, and improving processes that reduce repeat issues over time.
This position tends to suit professionals who enjoy structured troubleshooting, clear communication, and balancing customer context with technical depth. It also aligns with those who want to become a product domain expert and are comfortable taking ownership of tickets through escalation paths, including periodic on call responsibilities, without losing focus on consistent service outcomes.
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
As a Technical Support Engineer, based in Singapore, 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
