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

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