Technical Support Engineer (Statsig)

About this role

Amplitude seeks a Technical Support Engineer to provide expert-level support for its digital analytics platform, helping enterprise customers troubleshoot issues and maximize product adoption. You'll handle support tickets, collaborate cross-functionally, and contribute to process improvements while maintaining service level agreements.

What you'll do

• Handle customer support tickets via email and chat, driving timely resolution
• Escalate and troubleshoot complex technical issues to meet SLAs
• Participate in on-call weekend support quarterly and voluntary holiday coverage
• Partner with Customer Success Managers to ensure data accuracy in key accounts
• Create and maintain technical and non-technical documentation
• Identify common customer issues and advocate for product improvements

What they're looking for

• SDK and API expertise
• Statistical experimentation and A/B testing knowledge
• Data pipeline and warehouse experience (Snowflake, BigQuery, etc.)
• Proficiency with support tools (Zendesk, Intercom, Confluence, Linear)
• Strong communication and customer advocacy
• Technical problem-solving and analytical thinking
• Ability to explain data science concepts to non-technical users
• Experience with metric design and statistical analysis

Benefits

• Work with leading digital optimization software used by 1,400+ customers
• Opportunity to take on scaling projects beyond support
• Cross-functional collaboration with Product and Engineering teams
• Office location in New York City with 3-day per week in-office requirement
• Non-exempt role with structured support rotation