Technical Support Engineer (Statsig)

This onsite Technical Support Engineer role at Amplitude is based in New City, NY. It involves delivering enterprise-level support, diagnosing and resolving customer issues, educating users, and driving product adoption through cross-functional collaboration and quarterly on-call responsibilities. The position offers a salary range of USD 95,000 to 143,000 per year and requires a Bachelor's Degree.

Responsibilities

• Answer and escalate support tickets via email and chat
• Drive resolution by investigating complex issues and escalating when needed
• Ensure all tickets meet service level agreements
• Provide on-call weekend support once per quarter
• Voluntary on-call support during holidays
• Collaborate with Customer Success Managers to foster data trust in key accounts
• Deliver a positive experience for customers when using Amplitude and interacting with the team
• Create and update both non-technical and technical documentation as the product evolves
• Report common themes or questions to leadership and drive improvements
• Develop and enhance support processes

Requirements

• Bachelor's Degree
• Experience in a customer-facing role or demonstrated ability to advocate for customers
• Experience with SDKs and APIs, experimentation, statistics, or data science
• Professional, friendly demeanor and a willingness to assist
• Ability to learn and explain a technical product or concept
• Natural curiosity and strong problem-solving skills
• Passion for analytics and the problems they solve
• Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear
• Knowledge 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 such as winsorization
• Experience with data pipelines or warehouse ingestion (e.g., Snowflake, BigQuery) and debugging data freshness/backfill issues
• Comfort interpreting and explaining statistical outputs to customers with varying technical levels

Technologies

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

Benefits

• Excellent medical, dental, and vision insurance with employer-paid premiums on select plans
• Flexible time off, paid holidays, and additional wellness stipends
• Generous stipends for wellness, commuting, learning and development, home office equipment, and more
• Parental benefits including paid parental leave and support programs
• Mental health resources including access to coaching and therapy services
• Employee Stock Purchase Program (ESPP)

About Amplitude

Amplitude is a digital analytics platform that helps companies capture trusted data, uncover clear insights about customer behavior, and take faster action to improve product experiences and drive growth. The company emphasizes growth mindset, ownership, and humility, prioritizing problem solving and user empathy across a global team. Amplitude maintains multiple offices worldwide and supports a diverse, fast-growing workforce with a focus on well-being and professional development.

Company Highlights

• Recognized in Newsweek Excellence Index 2024
• Customer feedback positions Amplitude as the top product analytics solution for 19 consecutive quarters on G2
• Fast Company notes Amplitude as a highly innovative enterprise company
• Commitment to mentorship, management training, and wellness programs
• Charitable giving grants and paid volunteer time off for employees
• Founded in 2012, went public via direct listing in September 2021, ticker AMPL
• Global presence with offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo
• Data Monster is the lighthearted mascot celebrating data and analytics