Deskripsi Pekerjaan
Are you a technical problem-solver with a passion for customer success? Amplitude is looking for a dedicated Technical Support Engineer to join our expanding team in Singapore. As a key player in our support ecosystem, you will serve as the technical authority for our enterprise clients, helping them unlock the full potential of our digital analytics platform.
In this role, you will go beyond simple troubleshooting. You will act as a bridge between our customers and our product engineering teams, investigating complex technical issues, performing log analysis, and providing architectural guidance. We are looking for someone who thrives in a fast-paced, collaborative environment and is committed to delivering an enterprise-level experience that sets the gold standard in the SaaS industry.
Tanggung Jawab
- Provide timely, high-quality technical support to enterprise customers via ticket, email, and live sessions.
- Diagnose and troubleshoot complex technical issues related to data implementation, API integrations, and SDKs.
- Collaborate cross-functionally with Engineering, Product, and Customer Success teams to resolve product bugs and feature requests.
- Develop and maintain internal knowledge base articles and external-facing technical documentation.
- Perform deep-dive investigations into data discrepancies and query performance bottlenecks.
- Guide customers through best practices for data tracking and platform configuration.
- Mentor junior team members and contribute to the continuous improvement of support processes.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3+ years of experience in a technical support or customer-facing engineering role, ideally within a SaaS environment.
- Strong proficiency in web technologies (JavaScript, HTML, CSS) and mobile development concepts (iOS/Android).
- Experience working with APIs (REST), JSON, and data manipulation tools.
- Strong analytical mindset with the ability to troubleshoot complex, multi-layered technical problems.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Familiarity with analytics platforms or data visualization tools is highly preferred.