Technical Support Engineer (Statsig)

the opportunity to take on projects that will help our company scale and grow. As a Technical Support Engineer, you will: Answer and/or escalate all support tickets via email and chat Drive resolution by digging in and escalating challenging tickets Ensure that all tickets meet our service level agreements Including an on-call weekend support once per quarter and voluntary on-call holiday support Work closely with Customer Success Managers to drive data trust in key accounts Provide customers a great experience using Amplitude and working with our team Create and update non-technical and technical documentation as the product evolves Report to the company any common themes or questions that arise and driving change Develop and improve support processes You'll be a great addition to the team if you have: Completed your Bachelor’s Degree Experience with using SDKs and APIs Passion about analytics and the problems they solve Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate The ability to present yourself with professionalism, friendliness, and a willingness to assist Ability to learn and explain a technical product or concept Natural curiosity and are a problem solver Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Linear One of the following: Familiarity with statistical experimentation concepts; A/B testing, p-values, confidence intervals, and sequential testing methods (e.g. SPRT) Ability to reason through metric design issues including outlier handling techniques such as winsorization, and their effect on experiment results Experience working with data pipelines or warehouse ingestion (e.g. Snowflake, BigQuery, or similar) — including debugging data freshness and backfill issues Comfort interpreting and explaining statistical outputs to customers with varying levels of technical sophistication 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 @ amplitude.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article . Please exercise caution and cease communications if something feels suspicious about your interactions.