Technical Support Specialist
About The Position
Amplitude is the pioneer in digital optimization software. More than 1,400 customers, including Atlassian, Instacart, NBCUniversal, Shopify, and Under Armour rely on Amplitude to power their digital products. Amplitude makes product data accessible to every member of an organization, empowering them to make data-driven decisions that fuel faster product innovation and growth. As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners. As a Technical Support Specialist, you will provide a great 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.
Requirements
- 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
Nice To Haves
- Experience with some code, SDKs, and APIs is not required but some knowledge could help you ramp faster
Responsibilities
- 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
Benefits
- along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a 12-week parental leave, a subscription to Modern Health, and a generous Learning & Development stipend.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
