ICT TECHNICAL SUPPORT SPECIALIST

As an ICT Technical Support Specialist, based in Singapore, 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 an ICT Technical Support Specialist, 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

• Experience with using SDKs and APIs

• Passion about analytics and the problems they solve

• Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate

• 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

• Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Linear

• One of the following:

• 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