Technical Support Specialist
@ Amplitude

Amsterdam, North Holland, Netherlands
$100,000
On Site
Full Time
Posted 4 days ago

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Job Details

About Amplitude

Amplitude is the leading digital analytics platform that helps companies unlock the power of their products. Over 4,300 customers, including Atlassian, NBCUniversal, Under Armour, Square, and Jersey Mike’s, rely on Amplitude for self-service visibility into the entire customer journey.

Amplitude guides companies every step of the way by capturing trusted data, uncovering insights about customer behavior, and enabling fast action to drive product growth.

Role Overview: Technical Support Specialist

As a Technical Support Specialist at Amplitude, you will provide enterprise-level assistance by leveraging deep product knowledge and technical expertise to resolve customer issues promptly. You will research, diagnose, troubleshoot, and provide accurate resolutions to support tickets while ensuring superior customer experience.

Key Responsibilities

  • Answer and escalate support tickets via email and chat.
  • Diagnose and troubleshoot issues to drive speedy resolution.
  • Ensure compliance with service level agreements including on-call support periodically.
  • Collaborate with Customer Success Managers and cross-functional teams.
  • Create and update technical and non-technical documentation.
  • Report recurring issues and drive process improvements.

Qualifications

  • Bachelor's Degree completed.
  • Experience in a customer-facing role or strong empathy skills.
  • Experience using SDKs, APIs and support tools such as Zendesk, Intercom, Confluence, and Jira.
  • Professional, friendly demeanor with strong problem-solving abilities.
  • Passion for analytics and understanding customer behavior.

Amplitude’s Commitment to DEI

Amplitude is dedicated to fostering a diverse, equitable, and inclusive environment. The company values psychological safety, empathy, and human connection to empower employees of all backgrounds.

Staying Safe and Protecting Yourself

Amplitude will never ask for financial or sensitive personal information during the recruitment process. Be cautious and verify communications coming from an @amplitude.com email address.

Key skills/competency

  • Digital Analytics
  • Technical Support
  • Customer Service
  • Troubleshooting
  • SDKs/APIs
  • Documentation
  • Problem Solving
  • Collaboration
  • Service Level Agreements
  • DEI
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How to Get Hired at Amplitude

🎯 Tips for Getting Hired

  • Customize your resume: Highlight relevant technical support experience.
  • Research Amplitude: Understand their digital analytics platform and clients.
  • Tailor your cover letter: Emphasize troubleshooting and customer success skills.
  • Prepare for interviews: Review common support scenarios and tools like Zendesk.
  • Network online: Engage on LinkedIn and review company culture.

📝 Interview Preparation Advice

Technical Preparation

Review support tools like Zendesk and Jira.
Brush up on SDK and API usage.
Practice troubleshooting technical issues.
Study digital analytics fundamentals.

Behavioral Questions

Describe a time you resolved a complex issue.
How do you handle customer stress?
Explain your teamwork approach in support.
Discuss handling on-call responsibilities.

Frequently Asked Questions