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Amplitude
Technical Support Engineer
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🌎Tokyo, Japan
1d ago
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Job Description

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. More than 3,500 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. 

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

As a Technical Support Engineer, you will provide enterprise-level experience to our customers, in Japan and across the APJ region, through our extensive product knowledge of Amplitude.  An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and  diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for Amplitude’s customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow. 

 As a Technical Support Engineer, you will: 

  • 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  

You'll be a great addition to the team if you have:

  • 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
  • Native Level Japanese and Full English fluency required

By applying for this job, you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice.

Staying Safe - Protect Yourself From Recruitment Fraud
We are aware of individuals and entities fraudulently representing themselves as Amplitude recruiters and/or hiring managers. Amplitude will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Amplitude recruiting team will come from an @amplitude.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.

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