As a Technical Support Specialist, you will provide a great experience to our customers through extensive product knowledge of Amplitude.
An agent leverages specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues accurately and in a timely manner.
Customers rely on your technical expertise and analytical thinking to educate them on the product.
Your role is to locate and diagnose problems and recommend the best course of action.
The goal is to remove blockers to product adoption and drive value realization for Amplitude’s customers.
The team partners cross-functionally with Product and Engineering to advocate for customers.
You will also have opportunities to work on projects that help the company scale and grow.
Experience: 2–4 Years.
Essential Job Functions:
Answer and escalate support tickets via the Zendesk ticketing system.
Drive resolution by investigating and escalating challenging tickets.
Ensure all tickets meet defined service level agreements (SLA).
Work closely with internal account team stakeholders to drive data trust in key accounts.
Provide customers with a great experience using Amplitude and working with the support team.
Create and update technical and non-technical documentation as the product evolves.
Report common issues, themes, and questions to drive product and process improvements.
Develop and improve support processes by partnering with global team members.
Qualifications:
Track record in a customer-facing role or strong ability to empathize with customers and advocate on their behalf.
Experience working with SDKs and APIs.
Professional, friendly, and customer-focused communication skills.
Ability to learn, understand, and clearly explain technical products or concepts.
Curiosity-driven mindset with strong problem-solving skills.
Passion for analytics and the problems analytics solutions address.
Familiarity with support tools such as Zendesk, Intercom, Confluence, and Jira