Manager, APJ Technical Support
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Amplitude is the leading Amplitude is the leading digital analytics platform helping over 4300 customersincluding Atlassian Burger King NBCUniversal Square and Under Armourbuild 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 by G2 Amplitude is the best-in-class solution for product data and marketing teams. Learn more at .
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.
Amplitudes 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 inclusionone focused on psychological safety empathy and human connectionthat will allow employees of all backgrounds to thrive.
About The Role & Team
Amplitude is looking for a Technical Support Manager to lead our growing support presence in the Asia Pacific and Japan (APJ) region. We need someone who can think like an engineer act like an operator and lead like a coach. Youll build and scale technical support engineering operations with a laser focus on performance automation and customer impact. If you know how to level up a support team and thrive in fast-paced environments then this is the perfect role to make an impact.
What Youll Do
- Lead and grow a high-performing team of Technical Support Engineers shaping the future of support in a strategic growth region for Amplitude.
- Own and optimize daily operations keeping in mind support targets (SLA and CSAT) and a focus on customer outcomes.
- Drive product improvements by surfacing patterns from support and advocating for customer needs.
- Scale regional support using automation and AI.
- Develop your teams technical and operational maturity.
- Collaborate with key stakeholders such as Product Engineering and Customer Success to resolve escalations.
Youll Thrive Here If You
- Have proven experience leading technical support teams in APJ markets with a deep understanding of regional customer needs.
- Are a strong collaborator with regional cross-functional leaders.
- Know how to run distributed regional teams.
- Can debug API requests query logs and push for root cause.
- Have integrated AI tooling into support workflows without compromising quality.
At a Minimum You Need
- 5 years in technical support; 3 year in a people management role.
- Proven track record of driving team performance meeting support SLA and CSAT targets and delivering excellent customer outcomes.
- Strong technical fluency including experience working with SDKs APIs and common support tools (e.g. Zendesk Intercom Confluence and Jira).
- Clear communicator across technical and business teams.
- Always iterating with a growth mindset on people processes and tooling.
By applying for this job you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice.
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We are aware of individuals and entities fraudulently representing themselves as Amplitude recruiters and/or hiring managers. Amplitude will never ask for financial information or payment or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Amplitude recruiting team will come from an @email address. You can learn more about how to protect yourself from these types of fraud by referring tothis article. Please exercise caution and cease communications if something feels suspicious about your interactions.
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Build better products by turning your user data into meaningful insights, using Amplitude's digital analytics platform and experimentation tools.
