• Be the Ops Backbone: Build and maintain the processes, playbooks, and tools that keep Amplitude technical support consistent and efficient across regions. • Drive Repeatable Enablement: Own onboarding, ongoing training, and subject matter expert (SME) programs so our technical support engineers (TSEs) are always learning and leveling up. • Make Tools Work for Us: Partner with Product, Engineering, and IT to optimize and roll out support ticketing and AI/automation workflows that accelerate TSE success. • Turn Data Into Action: Build dashboards and surface insights on SLAs, CSAT, and other trends to guide planning and decisions. • Connect the Dots: Strengthen feedback loops between Technical Support, Product, and Engineering so customer pain points drive product improvements.