Technical Support Engineer (Statsig)

Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, and Square—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 Winter 2026 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.About The Role & Team 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. 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. As a Technical Support Engineer, you will provide enterprise-level experience to our customers 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, experimentation, stats, or data science 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 Linear Familiarity with statistical experimentation concepts; A/B testing, p-values, confidence intervals, and sequential testing methods (e.g. 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, BigQuery, or similar) — including debugging data freshness and backfill issues Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication Please Note: This role is a non-exempt role and will require you to be in the Amplitude New York office at least 3 times a week. Who We Are The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view.    The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.   <<NAMER version; International version can be found here>> We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and well-being of our Ampliteers.   Some of our benefit programs include: Excellent ​M​edical, ​D​ental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ ​​​​​​​​Vision on select plans Flexible time off, ​p​aid holidays, and more Generous stipends to spend on what matters m