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1mo ago

Technical Support Engineer (Statsig)

Amplitude West New York, NJ

West New York, NJ

1mo ago Closed

$95k - $143k/yr Full time Atlassian Bigquery Customer Support

This position is no longer accepting applications (closed Jul 12, 2026).

Job Description

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

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