Manager, APJ Technical Support

Job Description

Amplitude is seeking a Manager for its APJ Technical Support team, based in Singapore. This role offers an exciting leadership opportunity to shape Amplitude's technical support strategy in the high-growth APJ market. The Manager will be responsible for leading and developing a team of Technical Support Engineers, optimizing team operations, and collaborating with cross-functional stakeholders to advocate for customer needs and drive improvements.Responsibilities:

• Lead, develop, and inspire a team of Technical Support Engineers focused on delivering a best-in-class support experience to APJ customers.
• Own and optimize daily team operations, ensuring adherence to support targets (SLA and CSAT) and a focus on customer outcomes.
• Collaborate cross-functionally with key stakeholders such as Product, Engineering, and Customer Success to advocate for customer needs, drive continuous product and process improvements, and resolve escalations.
• Develop and execute strategies for scaling support operations as the APJ region grows, partnering with the support leadership team to ensure cross-region cohesion.
• Provide direct coaching and professional development opportunities for team members.

Requirements:

• Proven experience leading technical support teams in APJ markets with a strong understanding of regional customer needs.
• Track record of thriving in high-growth environments by building, iterating, and optimizing support processes.
• Passionate about coaching and developing team members, enabling teams to succeed by fostering a culture of continuous learning and high performance.
• Strong collaborator with regional cross-functional leaders to solve complex challenges and drive strategic initiatives.
• 3+ years of experience in technical support or a related customer-facing field, with at least 1 year in a people management role.
• A proven track record of driving team performance, achieving support SLA and CSAT targets, and delivering excellent customer outcomes.
• Strong technical learning agility, including familiarity with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira).
• Excellent communication skills and can confidently represent the team internally and externally.
• You demonstrate a growth mindset and a commitment to continuous improvement.

The role offers:

• An opportunity to shape Amplitude's technical support strategy in a high-growth market.
• Ownership over team operations and development.
• A chance to build a culture of excellence that drives results and provides a best-in-class customer support experience.