Junior Technical Support Specialist, Amplitude
2-3 days a week in office
Product analytics company
Open for applications
Product analytics company
501-1000 employees
Open for applications
2-3 days a week in office
501-1000 employees
Company mission
To be the epicenter of digital business.
Role
Who you are
- Completed your Bachelor’s Degree
- Present yourself with professionalism, friendliness, and a willingness to assist
- Empathize with customers and be their advocate
- 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
- Experience with code, SDKs, and APIs will help you ramp faster
- Bachelor’s degree in a technical, analytical, or related field (or equivalent experience)
- 1–3 years of experience in a technical support, developer support, or SaaS product support role
- Familiarity with APIs, SDKs, JavaScript, or data analytics tools - comfortable reading and interpreting code or logs
- Strong analytical skills and a methodical approach to troubleshooting
- Excellent communication and customer service skills - you can translate technical concepts for non-technical users
- A collaborative mindset with curiosity and initiative to improve tools, documentation, and processes
- Passion for data, product analytics, and helping customers succeed through technology
What the job involves
- As a Technical Support Specialist, 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
- Answer and/or escalate all support tickets via Zendesk ticketing system
- Drive resolution by digging in and escalating challenging tickets
- Ensure that all tickets meet our service level agreements
- Potentially do on-call weekend support
- Work closely with internal account team stakeholders 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 by partnering with global team members
- Provide expert product support through Amplitude’s ticketing system (Zendesk), ensuring fast, accurate, and empathetic responses
- Investigate and troubleshoot customer issues involving SDKs, APIs, integrations, and data discrepancies
- Collaborate cross-functionally with Product, Engineering, and Customer Success to drive timely resolutions and influence product improvements
- Document and share learnings, creating internal and customer-facing knowledge base articles to improve future efficiency
- Identify patterns in customer issues and proactively suggest fixes or process improvements to reduce recurring problems
- Support service reliability by participating in on-call rotations or weekend coverage as needed
- Champion customer success by helping users gain trust in their data and maximize the value of the Amplitude platform
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. Whilst this case is ongoing, Amplitude is still releasing new products and operating 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: $336.2m
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
(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
(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
(Chief Architect)They studied computer science at university. They have extensive experience in software engineering prior to co-founding Amplitude.
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