Description

• 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

Key Skills

Education

Bachelor's degree