Amplitude is the leading digital analytics platform that helps companies unlock the power of their products. Over 4,000 customers, including Atlassian, NBCUniversal, Under Armour, Shopify, and Jersey Mike’s, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. Amplitude is the best-in-class analytics solution for product, data, and marketing teams, ranked #1 in multiple categories in G2’s Spring 2025 Report. Learn how to optimize your digital products and business at amplitude.com.
As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.
Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.
Amplitude is looking for a Technical Support Manager to lead our growing support presence in the Asia Pacific and Japan (APJ) region. We need someone who can think like an engineer, act like an operator, and lead like a coach. You'll build and scale technical support engineering operations with a laser focus on performance, automation, and customer impact. If you know how to level up a support team and thrive in fast-paced environments then this is the perfect role to make an impact.
What You'll Do- Lead and grow a high-performing team of Technical Support Engineers, shaping the future of support in a strategic growth region for Amplitude.
- Own and optimize daily operations keeping in mind support targets (SLA and CSAT) and a focus on customer outcomes.
- Drive product improvements by surfacing patterns from support and advocating for customer needs.
- Scale regional support using automation and AI.
- Develop your team's technical and operational maturity.
- Collaborate with key stakeholders such as Product, Engineering, and Customer Success to resolve escalations.
- Have proven experience leading technical support teams in APJ markets with a deep understanding of regional customer needs.
- Are a strong collaborator with regional cross-functional leaders.
- Know how to run distributed regional teams.
- Can debug API requests, query logs, and push for root cause.
- Have integrated AI tooling into support workflows without compromising quality.
- 3+ years in technical support; 1+ year in a people management role.
- Proven track record of driving team performance, meeting support SLA and CSAT targets, and delivering excellent customer outcomes.
- Strong technical fluency, including experience working with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira).
- Clear communicator across technical and business teams.
- Always iterating with a growth mindset on people, processes, and tooling.
By applying for this job, you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice.
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What We Do
Amplitude is the Digital Optimization System. Powered by the proprietary Amplitude Behavioral Graph, the Digital Optimization System enables organizations to see and predict which combination of features and actions translate to business outcomes – from loyalty to lifetime value – and intelligently adapt each experience in real-time based on these insights. Amplitude is the brain behind more than 45,000 digital products at over 1,000 enterprise customers and 23 of the Fortune 100, helping them innovate faster and smarter by answering the strategic question: "How do our digital products drive our business?"
