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Since 1995, Red Oak Technologies has been a trusted partner in the tech industry, delivering innovative talent solutions that drive progress. We specialize in quickly acquiring and efficiently matching top-tier professional talent with clients in immediate need of highly skilled contract, permanent or project management based resources.Job DescriptionAs a Technical Support Specialist, you will provide a great 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 Specialist, you will:Answer and/or escalate all support tickets via Zendesk ticketing systemDrive resolution by digging in and escalating challenging ticketsEnsure that all tickets meet our service level agreementsWork closely with internal account team stakeholders to drive data trust in key accountsProvide customers a great experience using Amplitude and working with our teamCreate and update non-technical and technical documentation as the product evolvesReport to the company any common themes or questions that arise and driving changeDevelop and improve support processes by partnering with global team membersYou'll be a great addition to the team if you have:Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocateExperience with using SDKs and APIsThe ability to present yourself with professionalism, friendliness, and a willingness to assistAbility to learn and explain a technical product or conceptNatural curiosity and are a problem solverPassion about analytics and the problems they solveFamiliarity with Support tools such as Zendesk, Intercom, Confluence, and JiraRed Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. See what it’s like to be at the top; connect with one of our recruiters and apply today.Let us help you find your next career opportunity! JOIN RED OAK TECHNOLOGIES!Learn what it’s like to be a Red Oak Consultant!Red Oak Five (Core Values): Relationships First | Exceptional Quality and Service | Unwavering Integrity and Trust | Be Easy To Do Business With | Respect Everyone