Technical Support Engineer; Statsig

About the Role & Team

Technical Support Engineer – You will provide enterprise‑level support to Amplitude customers, researching, diagnosing, troubleshooting, and resolving issues via email and chat. Your responsibilities include ensuring tickets meet service level agreements, participating in on‑call rotation, collaborating with Customer Success Managers, creating and updating documentation, reporting recurring themes, and improving support processes. You will also partner cross‑functionally with Product and Engineering to advocate for customers and enable high‑quality experiences throughout the customer lifecycle.

• Answer and/or escalate support tickets via email and chat.
• Drive resolution by deep investigation and escalation of challenging tickets.
• Ensure all tickets meet service level agreements.
• Serve on a rotating weekend on‑call schedule once per quarter and voluntary holiday on‑call.
• Collaborate closely with Customer Success Managers to build data trust in key accounts.
• Deliver a great customer experience while working with Amplitude’s team.
• Create and update non‑technical and technical documentation as the product evolves.
• Report common themes or questions that arise and drive change.
• Develop and improve support processes.

• Completed Bachelor’s Degree.
• Track record in a similar customer‑facing role or strong empathy and advocacy for customers.
• Experience with SDKs, APIs, experimentation, statistics, or data science.
• Professionalism, friendliness, and willingness to assist.
• Ability to learn and explain a technical product or concept.
• Natural curiosity and problem‑solving skills.
• Passion for analytics and the problems they solve.
• Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear.
• Familiarity with statistical experimentation concepts (A/B testing, p‑values, confidence intervals, sequential testing such as SPRT).
• Ability to reason through metric design issues, including outlier handling techniques such as winsorization and their effect on experiment results.
• Experience working with data pipelines or warehouse ingestion (e.g., Snowflake, Big Query) – including debugging data freshness and backfill issues.
• Comfort interpreting and explaining statistical outputs to customers with varying technical sophistication.

This role is a non‑exempt position that requires working in Amplitude’s New York office at least three times per week.

• Excellent Medical, Dental, and Vision insurance – 100% employer‑paid premiums for select plans.
• Flexible time off, paid holidays, and more.
• Generous stipends for wellness, commuter transit, learning and development, home office equipment, and more.
• Parental benefits: 12–20 weeks paid parental leave, fertility benefits, adoption/surrogacy support, back‑up child care support.
• Mental health and wellness benefits including free access to Modern Health coaching & therapy and high‑quality physician office experience via One Medical membership (U.S. locations only).
• Mentorship programs, management training, and wellness initiatives.
• Charitable giving grant and paid volunteer time off for every employee.

Based on New York City legislation, the salary range for this position is $95,000–$143,000 base (inclusive of bonus or commission).

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.