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 Amplitude is a product intelligence platform that provides digital product tools that help teams run and grow their businesses. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Amplitude has a track record of offering H1B sponsorships, with 28 in 2025, 22 in 2024, 19 in 2023, 16 in 2022, 23 in 2021, 10 in 2020. Please note that this does not guarantee sponsorship for this specific role.