As a Technical Support Engineer, based in Singapore, you will provide enterprise-level experience to our customers through our extensive product knowledge of Amplitude.  An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and  diagnose problems, and then recommend the best course of action.

Our goal is to remove blockers to product adoption and drive value realization for Amplitude’s customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow. 

 As a Technical Support Engineer, you will: 

• Answer and/or escalate all support tickets via email and chat
• Drive resolution by digging in and escalating challenging tickets
• Ensure that all tickets meet our service level agreements 
• Including an on-call weekend support once per quarter and voluntary on-call holiday support
• Work closely with Customer Success Managers 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  

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

• Completed your Bachelor’s Degree
• Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
• Experience with using SDKs and APIs
• The ability to present yourself with professionalism, friendliness, and a willingness to assist
• 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
• Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Linear

The Technical Success Manager sits within Amplitude's Customer Success organisation and is responsible for building deep customer relationships while driving measurable, long-term value from the Amplitude platform. This role is equal parts technical advisor, delivery lead, and strategic partner — working across a portfolio of accounts from deployment through renewal and expansion.

Based in Singapore, you'll support customers across Southeast Asia and the broader APJ region, working closely with Account Executives and internal delivery teams.

As a Technical Success Manager, you will:

• Own customer deployment, adoption, and outcomes for a portfolio of 30-40 accounts, from pre-sales through renewal
• Lead deployment planning and implementation across your book, e.g.: scoping, deployment plan creation, kickoff meetings, use case alignment, coordination of delivery (e.g. managing internal and partner teams), project reporting
• Track and manage risks and issues across active deployments, driving resolution before they impact timelines or outcomes
• Monitor portfolio health through AI-augmented signals, engaging proactively to accelerate adoption, drive renewals, and deepen stakeholder engagement
• Drive product adoption by running live working sessions, identifying new use cases to expand value over time, and showcasing new platform capabilities with a point of view on how they enable customer growth
• Develop and maintain success plans tied to customer goals, tracking milestones and risks from onboarding through renewal
• Build and deliver executive business reviews that connect Amplitude usage to measurable business impact, turning adoption into a renewal and expansion story
• Partner with Account Executives on renewals and expansion, building the value story, coaching champions, and identifying growth opportunities across your book
• Serve as the voice of the customer internally, channeling product feedback, market needs, and customer priorities to shape how Amplitude builds and delivers
• Continuously improve how you operate: develop repeatable playbooks, share best practices across the team, and find new ways to drive customer outcomes at scale
  
  

Critical Skills Profile

• Business Acumen: Understands each customer's business model, growth levers, and priorities. Builds a path to value that connects Amplitude's platform to the outcomes that matter most to the customer.

Technical Fluency: Comfortable with Amplitude data architecture, instrumentation methods, taxonomy design, and AI agent workflows. Able to unlock use cases and guide internal and partner delivery teams.

• Delivery Excellence: Drives deployment and implementation quality across a full book of business. Manages timelines, coordinates internal and partner delivery teams, and ensures every account progresses through milestones on time and to standard.
• Ownership of Outcomes Across Portfolio: Responsible for retention across your territory.  Ruthlessly prioritizes time, resources, and attention to focus on the accounts and actions that drive the most impact.  Accountable for ensuring customers achieve measurable business results from Amplitude, and for connecting customer outcomes to commercial value.   
• Prescriptive Customer Guidance: Sets the standard for what good looks like at each stage of the customer journey. Drives accountability across deployment and ongoing success.  Pushes back on bad implementation patterns, guides customers toward proven approaches, and holds them accountable to their own defined success criteria.
• Diagnostic Thinking: Proactively recognizes adoption gaps and technical blockers early and drives creative solutions that get customers back on track.
• Curiosity and Self-Sufficiency: Defaults to figuring things out independently. Explores edge cases on your own, and comes to conversations with a point of view. This role requires someone who runs toward ambiguity.
• AI Innovation: Embeds AI in day-to-day workflow to improve efficiency and customer outcomes. Experiments, iterates, and shares best practices.

At a minimum, you need to have:

• 5+ years of experience in Customer Success, Technical Account Management, or a similar customer-facing role in B2B SaaS
• 2+ years of experience specifically leading enterprise software deployments where change management and foundational data governance were core priorities.
• 2+ years managing a portfolio of 20+ mid-market or emerging enterprise accounts
• Experience co-owning renewals and contributing to expansion pipeline alongside a sales counterpart

• Experience training or enabling non-technical teams to become data-sufficient.
• Excellent communication skills to influence everyone from a data engineer to a C-level executive.
• Expert-level project management skills and the ability to thrive in an independent and fast-paced environment.

Nice to have:

• Prior experience with digital analytics, product analytics, or adjacent data/experimentation platforms
• Background in consulting, solutions delivery, or implementation
• Experience using Amplitude as a practitioner
• Fluency in Mandarin

About the Role

The Senior Manager, Sales Strategy & Operations – APJ is a critical business partner to Amplitude's APJ Sales leadership, responsible for driving operational excellence, strategic insight, and commercial performance across the region. Reporting to the Director, International Sales Operations & Strategy, this role sits at the intersection of analytical rigour and executive influence - translating data into action and partnering closely with Sales leaders to build and sustain a high-performing GTM organisation.

Key Responsibilities

Strategic Business Partnership

• Serve as the primary strategic partner to APJ Sales leadership, helping leaders anticipate key questions, form data-backed points of view, and make informed decisions
• Bring proactive analysis to the table - moving beyond reporting the news to delivering the What, So What, and Now What
• Coach business partners on key presentations, messaging, and the softer dimensions of running a high-performing team
• Maintain an objective, unbiased perspective across Sales and other GTM stakeholders

AI-Augmented Operations

• Actively deploy AI tools to accelerate analysis, automate repetitive workflows, and improve the quality of outputs across forecasting, pipeline inspection, and business reviews
• Design and prototype AI-assisted workflows - such as automated narrative generation, deal inspection copilots, or signal-based alerting - that reduce manual effort and increase the team's strategic bandwidth
• Serve as a thought leader within the GTM Ops team on how AI can be embedded into the rhythm of business, not just used as a productivity aid
• Bring a proven track record of having delivered at least one substantive AI-enabled project in a prior GTM, Sales Operations, or Revenue Operations context - with clear before/after impact

Sales Planning & Commercial Operations

• Lead APJ contributions to semi-annual planning cycles, including territory design, quota setting, headcount capacity modelling, and carve preparation
• Build and maintain operating plans in partnership with VP and FLM leaders, defining roles, measurement frameworks, and a plan-to-make-plan approach
• Drive the rhythm of business: forecasting, pipeline inspection, renewal readiness, pipe council, and quarterly business reviews
• Contribute to SPIFF design and execution, partnering with Finance and Compensation to cascade and track performance

Analytics & Insights

• Own the analytical agenda for APJ - synthesising business performance into clear, actionable takeaways for senior audiences
• Conduct monthly metrics reviews across Net ARR, pipeline coverage, headcount, close rates, and forecast accuracy
• Prepare and deliver QBR materials and metrics packs; be able to present the data as if running the business yourself
• Develop and maintain reporting tools and dashboards in partnership with the GTM Analytics team; actively explore how AI-assisted analysis can reduce cycle time and surface non-obvious insights

Cross-Functional Collaboration

• Act as the connective tissue between APJ Sales and cross-functional partners including Marketing, Enablement, Deal Desk, Finance, CS Strategy, and GTM Systems
• Drive accountability and visibility across teams; proactively identify where siloes are creating risk or missed opportunity
• Represent APJ Sales Operations interests in global and regional strategic initiatives

Process & Systems

• Identify and drive process improvement opportunities across the APJ sales motion, with a strong bias toward AI-enabled automation and self-serve solutions
• Maintain a prioritised backlog of process and systems needs; partner with GTM Technology and Business Technology teams to sequence and deliver
• Ensure data integrity and hygiene across Salesforce; understand key field taxonomy to support accurate reporting and forecasting

What Success Looks Like

In your first 90 days, you will have built strong working relationships with APJ Sales leaders and key cross-functional partners, developed a clear point of view on the health and priorities of the business, and established a consistent operating cadence. You will also have identified at least one high-value AI opportunity within the APJ ops workflow and begun moving it toward delivery.

Over time, you will be measured by the quality of your business partnership, the accuracy and timeliness of your analysis, and your ability to translate insights - increasingly AI-assisted - into tangible commercial outcomes.

Critical Skills & Experience

• Demonstrated experience as a strategic business partner to Sales or GTM leadership in a SaaS environment
• Deep understanding of the full SaaS sales cycle - from initial land through expansion and renewal
• Strong analytical capability: able to build a compelling, data-backed narrative and make actionable recommendations
• Proven AI project experience: a concrete example of having designed, built, or deployed an AI-enabled workflow, tool, or process improvement in a GTM or Revenue Operations context — with demonstrable impact
• Working fluency with AI tooling: hands-on experience with LLM-based tools, prompt engineering, or AI-assisted analytics platforms; ability to evaluate and adopt new AI capabilities quickly 
• High EQ and executive presence; comfortable challenging senior stakeholders and operating with autonomy in ambiguous environments
• Experience supporting or leading sales planning activities: territory design, quota setting, headcount modelling
• Proficiency in Salesforce (reporting and data hygiene); familiarity with CRMA, Clari, and Outreach preferred
• Excellent written and verbal communication; able to distil complex analysis into clear, concise takeaways for executive audiences
• Track record of driving cross-functional alignment and accountability without direct authority

Reporting Structure

This role reports to the Director, International Sales Operations & Strategy (EMEA & APJ) and is a peer to the EMEA Sales Operations Manager within the international GTM Ops team.