Description

You will diagnose, troubleshoot, and resolve customer issues using your knowledge of Amplitude to ensure product adoption and value realization.

This role is on-site.

Responsibilities

• Answer and escalate support tickets via Zendesk, ensuring all interactions meet defined service level agreements.
• Investigate and resolve challenging technical issues, leveraging SDK and API knowledge to guide customers.
• Create and update technical and non-technical documentation as the product evolves.
• Report common issues, themes, and questions to drive product and process improvements.
• Partner with internal account teams and global members to advocate for customers and improve support processes.

Required Skills

• 5+ years of experience in a customer-facing technical support or similar role.
• Strong familiarity with support tools including Zendesk, Intercom, Confluence, and Jira.
• Experience working with SDKs and APIs to diagnose integration or usage issues.
• Ability to learn, understand, and clearly explain complex technical products or concepts.
• Professional communication skills with a demonstrated track record of empathizing with customers.
• Bachelor's degree in a relevant field or equivalent experience.

Preferred Skills

• Curiosity-driven mindset with strong analytical problem-solving skills.
• Familiarity with analytics platforms and the problems they address.

Key Skills

Education

Bachelor's degree