Technical Support Specialist at Amplitude

Amsterdam, North Holland, Netherlands

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Analytics, SaaSIndustries

Requirements

Completed your Bachelor’s Degree
Track record in a similar customer-facing 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

Responsibilities

Answer and/or escalate all support tickets via email and chat
Drive resolution by digging in and escalating challenging tickets
Ensure that all tickets meet our service level agreements (Including an on-call weekend support once per quarter and voluntary on-call holiday support)
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 non-technical 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

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingProduct KnowledgeAnalytical ThinkingCustomer EducationIssue DiagnosisDigital Analytics

Questions & Answers

Common questions about this position

What are the main responsibilities of a Technical Support Specialist at Amplitude?

You will answer and escalate support tickets via email and chat, drive resolution on challenging tickets, ensure tickets meet service level agreements including on-call weekend support once per quarter, work with Customer Success Managers, provide great customer experiences, create documentation, and report common themes.

Is there on-call support required for this role?

Yes, the role includes on-call weekend support once per quarter and voluntary on-call holiday support to meet service level agreements.

What is Amplitude's company culture like?

Amplitude approaches challenges with humility, takes ownership, embraces a growth mindset, and is committed to Diversity, Equity & Inclusion to foster psychological safety, empathy, and human connection.

What skills are needed to succeed as a Technical Support Specialist?

You need extensive product knowledge of Amplitude, tech expertise, analytical thinking to research, diagnose, troubleshoot, and resolve issues, plus the ability to educate customers and partner cross-functionally.

What opportunities does this role offer for growth?

You'll be a product expert with opportunities to take on projects that help the company scale and grow, plus partner cross-functionally with Product and Engineering to advocate for customers.

Amplitude

Product analytics platform for user behavior

About Amplitude

Amplitude provides tools for product analytics that help businesses understand how users interact with their products. The platform allows companies to track product usage, assess the impact of new features, and analyze user journeys to identify areas for improvement. This helps businesses enhance user experiences and increase customer retention. Amplitude stands out from competitors by offering a subscription-based model with various tiers, allowing clients to choose features that best fit their needs. Additionally, it integrates seamlessly with major platforms like AWS and Segment, making it easier for businesses to use Amplitude alongside their existing systems. The goal of Amplitude is to empower companies to make data-driven decisions that foster growth and optimize their product offerings.

San Francisco, CaliforniaHeadquarters

2012Year Founded

$326.8MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Parental Leave

Wellness Stipend

Unlimited PTO

Stock Exercise Window

Risks

Class action lawsuit could harm Amplitude's reputation and financial stability.

Departure of CFO without replacement may lead to financial management challenges.

unitQ GPT's AI-driven analytics platform poses a competitive threat to Amplitude.

Differentiation

Amplitude offers comprehensive product analytics for SaaS, e-commerce, and fintech industries.

The platform integrates with major services like AWS, Braze, and Snowflake for seamless data flow.

Amplitude Academy provides certifications to enhance user skills in data management and analytics.

Upsides

Growing demand for real-time analytics boosts Amplitude's market potential and client base.

Expansion into emerging markets like South Africa increases Amplitude's global footprint.

New tools like Web Experimentation enhance Amplitude's offerings in A/B testing and personalization.

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