Why This Job is Featured on The SaaS Jobs
Technical Support is a core function in SaaS businesses where product complexity, integrations, and ongoing usage determine retention. This Technical Support Engineer role sits at the intersection of customer experience and product reliability, supporting an analytics platform where implementation details like SDKs, APIs, and data quality directly influence whether customers realize value.
For a SaaS career, the work builds durable strengths in diagnosing issues across distributed systems, translating technical findings into clear guidance, and spotting recurring patterns that can be fed back into Product and Engineering. The emphasis on documentation and process improvement is particularly relevant in subscription software, where reducing friction in onboarding and day to day usage compounds over time. Experience partnering with Customer Success also develops a practical understanding of the full post sale lifecycle and how support contributes to adoption metrics.
This role tends to suit professionals who enjoy structured problem solving, customer facing communication, and becoming a product domain expert. It aligns well with someone who wants hands on exposure to technical troubleshooting while also contributing to operational maturity through better workflows and knowledge management 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
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
