Technical Support Operations and Enablement Manager
$106k/y-$159k/y
Amplitudea day ago
Highlight
OnsiteFull-timeEntry
Summary
Amplitude is seeking a Technical Support Operations and Enablement Manager to join their team in San Francisco, CA. The role focuses on enhancing the efficiency and effectiveness of the global technical support team through operational scaling and enablement programs.
About the Role
As a Technical Support Operations and Enablement Manager, you will be responsible for building and maintaining processes, playbooks, and tools for consistent technical support across regions. You will own onboarding and training programs for technical support engineers, optimize support ticketing and AI workflows, and provide insights on SLAs and customer satisfaction trends to inform decision-making.
About You
Required:
- 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.
- Strong project management and communication skills.
- Solid understanding of SaaS customer support workflows and tools (e.g. Zendesk, Jira, Slack, PagerDuty, Datadog, Intercom, Salesforce).
Preferred:
- Experience in designing onboarding and enablement programs.
- Curiosity about AI's impact on support workflows.
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.
- Employee Stock Purchase Program (ESPP).
Amplitude
We help companies unlock the power of their products. ⚡ • Join the team: http://amplitude.com/careers • Join the community: http://community.amplitude.com • Join our user groups: https://community.amplitude.com/p/groups
San Francisco, CA