Technical Support Operations And Enablement Manager

Technical Support Operations And Enablement Manager

We're looking for a Technical Support Operations & Enablement Manager to level up how our global technical support team works. You'll be the person behind the systems, programs, and insights that keep us running smoothly. This role is all about scaling operations, rolling out enablement programs, and making sure our Technical Support Managers and Engineers have what they need to crush SLAs and deliver an awesome customer experience. If you love solving messy problems, building programs that stick, and making teams more effective with the right tools, data, and knowledge, then this role is for you.

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.

Get energy from creating structure out of chaos and building programs that scale transformation.

Love designing onboarding, playbooks, or enablement that help technical teams excel.

Be curious about how AI can transform support workflows and excited to experiment, implement, and measure impact.

Be a thought partner on AI strategy and tooling adoption.

Communicate clearly, influence across teams, and thrive in fast-paced, global environments.

At a minimum, you need 1-3 years in Support / Business Ops or Enablement working with technical teams. A track record of driving measurable improvements through process, tooling, or training. Familiarity with AI in support workflows and a desire to go deeper. Strong project management and communication skills to scope, prioritize, and deliver. Solid understanding of SaaS customer support workflows and tools (e.g. Zendesk, Jira, Slack, PagerDuty, Datadog, Intercom, Salesforce).