Responsibilities
- Respond to and escalate support inquiries submitted by email or chat
- Lead resolution efforts by investigating complex cases and escalating when necessary
- Ensure all support tickets comply with defined service level agreements, including quarterly on-call weekend shifts and optional holiday coverage
- Collaborate with Customer Success Managers to strengthen data reliability for key clients
- Deliver a positive and supportive customer experience when using the platform and interacting with the team
- Maintain and update both technical and user-facing documentation as the product changes
- Identify recurring customer concerns or questions and communicate insights internally to prompt improvements
- Refine and enhance support workflows and operational procedures
Requirements
- Bachelor’s degree completed
- Proven experience in a customer-facing position OR demonstrated capacity to understand and advocate for customers
- Hands-on experience working with SDKs and APIs
- Professional, approachable demeanor with a genuine desire to help others
- Ability to quickly learn and clearly explain technical features or concepts
- Innate curiosity and strong problem-solving skills
- Enthusiasm for data analytics and the challenges it addresses
Nice to Have
- Experience with support platforms such as Zendesk, Intercom, Confluence, or Linear
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
Required
- 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
Preferred
Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Linear
