Technical Support Operations and Enablement Manager
Amplitude is the leading digital analytics platform, helping over 4,300 customers build better products and digital experiences. The Technical Support Operations & Enablement Manager will enhance the efficiency of the technical support team by building processes, enabling training, and optimizing tools to ensure high-quality customer service.
Responsibilities
- Build and maintain the processes, playbooks, and tools that keep Amplitude technical support consistent and efficient across regions
- Own onboarding, ongoing training, and subject matter expert (SME) programs so our technical support engineers (TSEs) are always learning and leveling up
- Partner with Product, Engineering, and IT to optimize and roll out support ticketing and AI/automation workflows that accelerate TSE success
- Build dashboards and surface insights on SLAs, CSAT, and other trends to guide planning and decisions
- Strengthen feedback loops between Technical Support, Product, and Engineering so customer pain points drive product improvements
Skills
- 1-3 years in Support / Business Ops or Enablement working with technical teams
- A track record of driving measurable improvements through process, tooling, or training
- Familiarity with AI in support workflows and a desire to go deeper
- Strong project management and communication skills to scope, prioritize, and deliver
- Solid understanding of SaaS customer support workflows and tools (e.g. Zendesk, Jira, Slack, PagerDuty, Datadog, Intercom, Salesforce)
Benefits
- Competitive medical, dental, and vision programs
- Paid family bonding time off and family forming benefits
- Annual leave plus holidays
- Fully paid disability and life insurance programs
- Wellness and Learning and Development allowances and more…
- Employee Stock Purchase Program (ESPP)
Company Overview
Company H1B Sponsorship