Technical Support Operations and Enablement Manager

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

Were looking for a Technical Support Operations & Enablement Manager to level up how our global technical support team works. Youll be the person behind the systems programs and insights that keep us running smoothly. This role is all about scaling operations rolling out enablement programs and making sure our Technical Support Managers and Engineers have what they need to crush SLAs and deliver an awesome customer experience. If you love solving messy problems building programs that stick and making teams more effective with the right tools data and knowledge then this role is for you.

What Youll Do

• Be the Ops Backbone: Build and maintain the processes playbooks and tools that keep Amplitude technical support consistent and efficient across regions.
• Drive Repeatable Enablement: Own onboarding ongoing training and subject matter expert (SME) programs so our technical support engineers (TSEs) are always learning and leveling up.
• Make Tools Work for Us: Partner with Product Engineering and IT to optimize and roll out support ticketing and AI/automation workflows that accelerate TSE success.
• Turn Data Into Action: Build dashboards and surface insights on SLAs CSAT and other trends to guide planning and decisions.
• Connect the Dots: Strengthen feedback loops between Technical Support Product and Engineering so customer pain points drive product improvements.

Youll Thrive Here If You

• Get energy from creating structure out of chaos and building programs that scale transformation.
• Love designing onboarding playbooks or enablement that help technical teams excel.
• Are curious about how AI can transform support workflows and excited to experiment implement and measure impact.
• Be a thought partner on AI strategy and tooling adoption.
• Communicate clearly influence across teams and thrive in fast-paced global environments.

At a Minimum You Need

• 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).

Who We Are

The Company: Amplitude is filled with humble life-long learners who are eager to help one another and the company succeed. Our values of growth mindset ownership and humility are core to the way we work: were tenacious in the face of challenges we take the initiative to solve problems that drive our shared success and we operate from a place of empathy and openness seeking to understand many points of view.

The Product: Amplitude is a digital analytics platformwe help companies capture data they can trust uncover clear insights about customer behavior and take faster action. This empowers teams to build better product experiences that drive business growth. Were super proud of what weve built and continue to expand: a platform that empowers companies to thrive in the digital era.

We care about the well-being of our team: At Amplitude we offer a comprehensive benefits package designed to support your physical emotional and financial well-being. We believe that our employees should have access to high-quality healthcare paid time off and other benefits that allow them to focus on their work and their personal lives.

Our benefits package includes:

• 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)

We are committed to creating a globally consistent and locally sensitive benefits plan that meets the needs of our employees around the world regardless of where they live. We believe that our benefits are an important part of our employee value proposition and that they help us to attract and retain top talent. We encourage you to learn more about our benefits package and to see how we can support your well-being.

Other fun facts about Amplitude:

• We were recognized in the Newsweek Excellence Index 2024.
• Our customers love us! Theyve said were the #1 product analytics solution for 15 quarters in a row on G2.
• Were focused on growth. Check us out in Deloittes 2023 Technology Fast 500
• We care A LOT about product innovation. Fast Company called us the #3 most innovative enterprise company in the world.
• We invest in our people. We offer mentorship programs management training and wellness initiatives.
• We give back to our communities. We give every Ampliteer a charitable giving grant and paid volunteer time off.
• We were founded in 2012 went public via a direct listing in September 2021 and are now trading under the ticker $AMPL.
• Were a global and fast-growing team! We have employees around the world and offices in San Francisco (HQ) New York Vancouver Amsterdam London Paris Singapore and Tokyo.
• Our mascot is the datamonster who loves to chow down on numbers charts and graphs. Nom nom.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race color religion national origin age sex marital status ancestry physical or mental disability veteran status or sexual orientation.

Based on legislation in California the following details are for individuals who will work for Amplitude California: California salary range: $106000 - $159000 base salary (inclusive of bonus or commission).

By applying for this job you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice.

Staying Safe - Protect Yourself From Recruitment Fraud
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.