Manager of AMER Technical Support, Amplitude
$146-219k
Inclusive of bonus or commission
Product analytics company
Job no longer available
Product analytics company
501-1000 employees
Job no longer available
$146-219k
Inclusive of bonus or commission
501-1000 employees
Company mission
To be the epicenter of digital business.
Role
Who you are
- Have proven experience leading technical support teams in AMER markets with a deep understanding of regional customer needs
- Are a strong collaborator with regional cross-functional leaders
- Know how to run distributed regional teams
- Can debug API requests, query logs, and push for root cause
- Have integrated AI tooling into support workflows without compromising quality
- 5+ years in technical support; 3+ years in a people management role
- Proven track record of driving team performance, meeting support SLA and CSAT targets, and delivering excellent customer outcomes
- Strong technical fluency, including experience working with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira)
- Clear communicator across technical and business teams
What the job involves
- Lead and grow a high-performing team of Technical Support Engineers, shaping the future of support in a core region for Amplitude
- Own and optimize daily operations keeping in mind support targets (SLA and CSAT) and a focus on customer outcomes
- Drive product improvements by surfacing patterns from support and advocating for customer needs
- Scale regional support using automation and AI
- Develop your team's technical and operational maturity
- Collaborate with key stakeholders such as Product, Engineering, and Customer Success to resolve escalations
Our take
Amplitude provides product analytics to help companies understand user behaviour. Product, marketing, and growth teams use Amplitude to discover and share insights about user engagement, retention, and revenue.
Amplitude’s user flows reveal which actions are the most commonly taken after users sign up, and which usually precede purchases made in-app, creating paths through the app. The behaviour of individual app users can be viewed with unlimited real-time activity feeds and user timelines.
Thousands of companies use Amplitude analytics, including Microsoft, Under Armour, Intuit, Twitter, Bonobos, Peloton, and many more. In 2024, a securities fraud case was filed against Amplitude due to an IPO and stock share rise that was alleged to be artificially inflated before their downturn in 2022. The case has since been resolved, and Amplitude continues to release new products and operate at full capacity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$150m
LATE VC
May 2020
$50m
SERIES E
Total funding: $336.1m
Company benefits
- We offer a generous 12-week parental leave for fathers/partners and 18-20 weeks for new birthing parents. This leave policy also provides flexible scheduling so you can spend time with your family and bond with your little one. Specific leave policy will vary by country
- We believe it’s important to unplug from work to reset and recharge. We offer flexible vacation time and unlimited PTO — and we encourage you to use it!
- We provide a monthly stipend for the wellness activity of your choosing, from gym memberships and fitness classes to acupuncture and massages
- Equity is an important component of compensation, but it should benefit you (not just the company). In addition to offering competitive RSU grants that vest quarterly over three years, our Employee Stock Purchase Plan gives employees the option to buy below market price
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Spenser Skates
(Co-Founder & CEO)Previously worked as an Algorithmic Trader, Researcher at DRW Trading Group. They co-found Sonalight but are no longer working at the company.
Curtis Liu
(Co-Founder & CTO)Previously worked as a Teaching Assistant at MIT and as a Software Engineer at Google. They co-found Sonalight but are no longer working at the company.
Jeffrey Wang
(Co-Founder & Chief Architect)They studied computer science at university. They have extensive experience in software engineering prior to co-founding Amplitude.
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