Technical Support Engineer - Singapore - Amplitude

Amplitude

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

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Description

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products.

Almost 2,000 customers, including Atlassian, Jersey Mike's, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey.

Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action.

When teams understand how people are using their products, they can deliver better product experiences that drive growth.

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude's Commitment to Diversity Equity & Inclusion (DEI):Amplitude also believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion-one focused on psychological safety, empathy, and human connection,-that will allow employees of all backgrounds to thrive.

As a T
echnical Support Engineer/Specialist, you will provide enterprise-level experience to our customers through our extensive product knowledge of Amplitude.

You will leverage your specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.

People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action.

Our goal is to remove blockers to product adoption and drive value realization for Amplitude's customers.

The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer.

In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

As a Technical Support Engineer, you will:

Drive resolution by digging in and escalating challenging tickets
Ensure that all tickets meet our service level agreements
Including an oncall weekend support once per quarter
Work closely with Customer Success Managers to drive data trust in key accounts
Provide customers a great experience using Amplitude and working with our team
Create and update nontechnical and technical documentation as the product evolves
Report to the company any common themes or questions that arise and driving change
Develop and improve support processes

You'll be a great addition to the team if you have:

Completed your Bachelor's Degree
Track record in a similar customerfacing role OR strong ability to empathize with customers and be their advocate
Experience with using SDKs and APIs
The ability to present yourself with professionalism, friendliness, and a willingness to assist
Ability to learn and explain a technical product or concept
Natural curiosity and are a problem solver
Passion about analytics and the problems they solve
Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Jira

Who We Are

The Company:
Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed.

Our values of growth mindset, ownership, and humility are core to the way we work:

we're tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view.

The Product:

Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action.

This empowers teams to build better product experiences that drive business growth.

We're super proud of what we've built and continue to expand:
a platform that empowers companies to thrive in the digital era.

Some of our benefit programs include:

Excellent Medical, Dental and Vision insurance coverages
Flexible time off, paid holidays, and more
Generous stipends to spend on what matters most to you, whether that's wellness (monthly), learning and development (annual), commuter transit/parking (monthly), home office equipment, and much more
Excellent Parental benefits including: 1220 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Backup Child Care support
Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
Employee Stock Purchase Program (ESPP)

Other fun facts about Amplitude:

- _G2: _#1 product analytics solution and #3 best