Amplitude

Technical Support Operations Manager

Amplitude

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $106,000 - $159,000 per year

Job Level

Junior

About the role

  • 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.

Requirements

  • 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementtoolingtrainingAI in support workflowsproject managementdata analysisdashboard creationSLA managementCSAT analysis
Soft Skills
communicationcollaborationproblem-solvingfeedback managementprioritization