Technical Support Engineer at Amplitude

Amplitude is seeking a Technical Support Engineer to provide enterprise-level support to customers in Japan and the APJ region. The role involves leveraging product knowledge to research, diagnose, troubleshoot, and resolve customer issues in a timely manner. The Technical Support Engineer will educate customers on the product, diagnose problems, and recommend optimal solutions, collaborating with cross-functional teams to advocate for customers and ensure a high-quality experience.

As an organization, Amplitude approaches challenges with humility, takes ownership of contributions, and embraces a growth mindset.

Responsibilities:

• Answer and/or escalate support tickets via email and chat.
• Drive resolution by digging in and escalating challenging tickets.
• Ensure that all tickets meet service level agreements.
• Work closely with Customer Success Managers to drive data trust in key accounts.
• Provide customers with a great experience using Amplitude.
• Create and update documentation as the product evolves.
• Report common themes or questions and drive change.
• Develop and improve support processes.

Requirements:

• Completed 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.
• Professionalism, friendliness, and a willingness to assist.
• Ability to learn and explain a technical product or concept.
• Natural curiosity and problem-solving skills.
• Passion about analytics and the problems they solve.
• Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Jira.
• Native Level Japanese and Full English fluency required

What Amplitude offers:

• Opportunity to take on projects that will help company scale and grow.