Technical Support Engineer (Statsig)
$95,000–$143,000 year
On-site · New York City, New York, United States
Job Summary
Technical Support Engineer at Amplitude provides enterprise-level support to Amplitude customers, researching, diagnosing, and resolving issues; escalates as needed to drive timely ticket resolution, maintains SLAs, participates in quarterly on-call weekends and voluntary holiday on-call, collaborates with Customer Success Managers to drive data trust in key accounts, contributes to non-technical and technical documentation, reports common themes to influence product or process changes, and helps improve support processes; requires strong customer-facing communication, experience with SDKs/APIs and data analytics, familiarity with tools like Zendesk/Intercom/Confluence/Linear, knowledge of statistical experimentation concepts and data pipelines, and the ability to explain technical concepts to customers; role is in New York with in-office expectation at least 3 days per week.
Required Qualifications
- Bachelor’s Degree
- Experience 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
- Professional presentation and customer-service mindset
- Ability to learn and explain a technical product or concept
- Natural curiosity and problem-solving mindset
- 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
- Experience working with data pipelines or warehouse ingestion (e.g. Snowflake, BigQuery)
- Ability to interpret statistical outputs for customers
- In-office requirement in New York at least 3 times per week
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