Manager, AMER Technical Support
About The Position
Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, Square, and Under Armour—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories in G2’s Fall 2025 Report, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at amplitude.com. As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do. 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.
Requirements
- 5+ years in technical support; 3+ years in a people management role.
- Proven track record of driving team performance, meeting support SLA and CSAT targets, and delivering excellent customer outcomes.
- Strong technical fluency, including experience working with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira).
- Clear communicator across technical and business teams.
Nice To Haves
- Have proven experience leading technical support teams in AMER markets with a deep understanding of regional customer needs.
- Are a strong collaborator with regional cross-functional leaders.
- Know how to run distributed regional teams.
- Can debug API requests, query logs, and push for root cause.
- Have integrated AI tooling into support workflows without compromising quality.
Responsibilities
- Lead and grow a high-performing team of Technical Support Engineers, shaping the future of support in a core region for Amplitude.
- Own and optimize daily operations keeping in mind support targets (SLA and CSAT) and a focus on customer outcomes.
- Drive product improvements by surfacing patterns from support and advocating for customer needs.
- Scale regional support using automation and AI.
- Develop your team's technical and operational maturity.
- Collaborate with key stakeholders such as Product, Engineering, and Customer Success to resolve escalations.
Benefits
- along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a 12-week parental leave, a subscription to Modern Health, and a generous Learning & Development stipend.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
