Technical Support Engineer (Statsig) New York, NY

About the role

Amplitude is the pioneer in digital optimization software. More than 1,400 customers, including Atlassian, Instacart, NBCUniversal, Shopify, and Under Armour rely on Amplitude to power their digital products. Amplitude makes product data accessible to every member of an organization, empowering them to make data-driven decisions that fuel faster product innovation and growth.

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
• Work closely with Customer Success Managers to drive data trust in key accounts
• 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

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, experimentation, stats, or data science
• The ability to present yourself with professionalism, friendliness, and a willingness to assist
• The 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 Linear
• Familiarity with statistical experimentation concepts; A/B testing, p-values, confidence intervals, and sequential testing methods (e.g. SPRT)
• Experience working with data pipelines or warehouse ingestion (e.g. Snowflake, BigQuery, or similar) — including debugging data freshness and backfill issues
• Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication

Qualifications

• Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication

Skills

• Technical Support

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 to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more
• Educational benefits
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
• Employee Stock Purchase Program (ESPP)

Pay

New York City salary range: $95,000 - $143,000 base salary (inclusive of bonus or commission)

Schedule

Must be in the Amplitude New York office at least 3 times a week