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Job Description
Amplitude is the leading AI analytics platform, helping over 4,300 customers—including Atlassian, Burger King, NBCUniversal, Square, and Under Armour—build 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 amplitude.com.
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.
Amplitude’s 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 inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.
About The Role & Team
We're looking for a Technical Support Operations & Enablement Manager to level up how our global technical support team works. You'll 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 You'll 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.
You'll 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: we’re 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:
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