Manager, APJ Technical Support

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.

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About The Role & Team

As the Manager of our Asia Pacific and Japan (APJ) Technical Support team, you will lead a growing team supporting our diverse and expanding APJ customer base. This is an exciting leadership opportunity to help shape Amplitude's technical support strategy in a high-growth market. You will have ownership over team operations and development with a goal of building a culture of excellence that drives results and provides a best-in-class customer support experience. If you thrive in fast-paced environments, are passionate about scaling support teams, and have a track record of leading high-performing regional teams, then this is the perfect role to make an impact. 

 As an APJ Technical Support Manager, you will: 

• Lead, develop, and inspire a team of Technical Support Engineers focused on delivering a best-in-class support experience to APJ customers.  
• Own and optimize daily team operations, ensuring adherence to support targets (SLA and CSAT) and a focus on customer outcomes. 
• Collaborate cross-functionally with key stakeholders such as Product, Engineering, and Customer Success to advocate for customer needs, drive continuous product and process improvements, and resolve escalations. 
• Develop and execute strategies for scaling support operations as the APJ region grows, partnering with the support leadership team to ensure cross-region cohesion. 
• Provide direct coaching and professional development opportunities for team members. 

You'll be a great addition to the team if you have:

• Proven experience leading technical support teams in APJ markets with a strong understanding of regional customer needs.
• Track record of thriving in high-growth environments by building, iterating, and optimizing support processes. 
• Passionate about coaching and developing team members, enabling teams to succeed by fostering a culture of continuous learning and high performance. 
• Strong collaborator with regional cross-functional leaders to solve complex challenges and drive strategic initiatives. 
• Bonus: Experience managing distributed onshore and offshore teams and/or integrating AI technologies into day-to-day support operations without compromising quality or customer satisfaction. 

At a minimum, you need to have:

• 3+ years of experience in technical support or a related customer-facing field, with at least 1 year in a people management role. 
• A proven track record of driving team performance, achieving support SLA and CSAT targets, and delivering excellent customer outcomes.
• Strong technical learning agility, including familiarity with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira). 
• Excellent communication skills and can confidently represent the team internally and externally.
• You demonstrate a growth mindset and a commitment to continuous improvement.

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