Technical Support Engineer (Statsig)

Technical Support Engineer role based in West New York, NJ (onsite) with Amplitude, delivering enterprise-level support, SLA-driven ticket handling, on-call rotation, and cross-functional collaboration to drive data trust and product adoption.

Responsibilities

• Respond to and escalate support tickets received via email and chat as needed
• Investigate and drive resolution for challenging tickets, escalating when necessary
• Ensure ticket handling aligns with service level agreements
• Participate in on-call rotation, including one weekend per quarter and voluntary on-call during holidays
• Collaborate with Customer Success Managers to strengthen data trust in key accounts
• Provide customers with a positive experience while using Amplitude and collaborating with the team
• Create and maintain both non-technical and technical product documentation as features evolve
• Identify recurring themes or questions and communicate them to drive organizational improvements
• Develop and optimize support processes

Requirements

• Bachelor's Degree required
• Proven experience in a similar customer-facing role or demonstrated ability to empathize with customers and advocate for them
• Experience with SDKs and APIs, experimentation, statistics, or data science applied to customer scenarios
• Professional, friendly demeanor and willingness to assist
• Ability to rapidly learn and explain a technical product or concept
• Natural curiosity and strong problem-solving mindset
• Passion for analytics and the problems analytics solve
• Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear
• Understanding of statistical experimentation concepts including A/B testing, p-values, confidence intervals, and sequential testing methods (e.g., SPRT)
• Ability to reason through metric design issues and outlier handling techniques like winsorization and their impact on results
• Experience working with data pipelines or warehouse ingestion (e.g., Snowflake, BigQuery) including debugging data freshness and backfill issues
• Comfort interpreting and explaining statistical outputs to customers with varying technical sophistication

Technologies

• Zendesk
• Intercom
• Confluence
• Linear
• Snowflake
• BigQuery

Compensation

• Salary: USD 95,000 - 143,000 per year

Benefits

• Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
• Flexible time off, paid holidays, and more
• Generous stipends for wellness, commuter transit/parking, learning and development, home office equipment, and more
• Parental benefits including 12-20 weeks of Paid Parental Leave, Carrot Fertility benefits/adoption/surrogacy support, back-up child care
• Mental health and wellness benefits including no-cost access to Modern Health coaching and therapy sessions and One Medical membership (select U.S. locations)
• Employee Stock Purchase Program (ESPP)

Other fun facts about Amplitude

• Recognized in Newsweek Excellence Index 2024
• Rated the #1 product analytics solution on G2 for 19 quarters in a row
• Fast Company named Amplitude the #3 most innovative enterprise company in the world
• Offers mentorship programs, management training, and wellness initiatives
• Provides charitable giving grants and paid volunteer time off for employees
• Founded in 2012, went public via a direct listing in September 2021, ticker $AMPL
• Global and fast-growing team with offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo
• Data Monster is the company mascot