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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.