Salesforce Technical Manager

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. Almost 2,000 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude also believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion--one focused on psychological safety, empathy, and human connection,--that will allow employees of all backgrounds to thrive.

About the Role and Team:

The role of the Salesforce Technical Support Manager entails proactive management and triage of enhancements, production issues, coordination with cross-functional teams for issue resolution, reducing KTLO instances, and cultivating an exemplary Salesforce support team.

Success in this position necessitates a robust background in Salesforce, adept multitasking, analytical acumen, and the ability to excel in demanding scenarios. Collaborating closely with departments such as Sales, Marketing, Product, Customer Support, CSM, Global Enablement, Contracts, and Finance further underscores the collaborative nature of this role.

What you'll be working on: 

• Prioritizing tasks and overseeing escalation processes to management.
• Executing and managing production support issues and escalations.
• Providing root cause analysis, stakeholder communication, and nurturing stakeholder relationships.
• Cultivating, managing, and mentoring high-performing production support teams across multiple Geos.
• Formulating and tracking key metrics and targets, presenting actionable plans for target achievement, and conveying progress.
• Collaborating with product management, business stakeholders, reporting, data science, and business intelligence units to devise optimal solutions.
• Developing a support Knowledge-base.
• Monitoring system performance, reliability, security, and data integrity.
• Identifying areas for improvement through issue trends and user feedback.
• Supporting configuration and intricate customizations on the Force.com platform (e.g., Apex, triggers, Lightning Components, Lightning Web Components, Visualforce, Workflows, Objects, etc.).
• Demonstrating confidence and adeptness in interacting with executives and business leaders.
• Exhibiting a heightened sense of responsibility and ownership.

You'd be a great fit for the role if you have: 

• Preferred bachelor's degree in Computer Science or a related field.
• 4 - 6 years of experience as a Salesforce.com administrator or developer.
• A minimum of two years of management, leadership, and scalable production support team-building experience.
• Thorough functional knowledge of Salesforce Sales Cloud.
• Proficiency in Salesforce integrations, data migration, custom apps (Triggers, Apex, LWC, Objects, Flows, etc.), CPQ.
• Preferred Salesforce Advanced Administrator Certification and Salesforce Platform Developer I.
• Effective time management skills and exceptional organization.
• Comfortable meeting deadlines within a fast-paced environment.
• Strong operational and problem-solving skills with meticulous attention to detail.
• Outstanding interpersonal and communication capabilities.
• High self-motivation, a sense of mission, and organizational prowess.

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view. 

The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build bet