Technical Support Specialist 1 at Amplitude in Remote

Summary: Amplitude is the leading AI analytics platform, helping over 4,700 customers build better products and digital experiences. As a Technical Support Specialist, you will provide exceptional customer support by diagnosing and resolving issues, ensuring a high-quality experience for Amplitude's clients. You will also partner with cross-functional teams to advocate for customers and improve support processes. Responsibilities: - Answer and/or escalate all support tickets via Zendesk ticketing system - Drive resolution by digging in and escalating challenging tickets - Ensure that all tickets meet our service level agreements - Potentially do on-call weekend support - Work closely with internal account team stakeholders 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 by partnering with global team members Required Qualifications: - Completed your Bachelor's Degree - Present yourself with professionalism, friendliness, and a willingness to assist - Empathize with customers and be their advocate - Ability to learn and explain a technical product or concept - Natural curiosity and are a problem solver - Passion about analytics and the problems they solve Preferred Qualifications: - Experience with some code, SDKs, and APIs is not required but some knowledge could help you ramp faster Required Skills: Technical product knowledge, Analytical thinking Important Skills: Zendesk Nice-to-Have Skills: Empathy, Curiosity Benefits: Excellent health insurance, Flexible time off, Monthly wellness stipend, 12-week parental leave, Subscription to Modern Health, Generous Learning & Development stipend