Job Description

About Mixpanel

Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they are poised to make better decisions.


Over 9,000 paid customers, including companies like Netflix, Pinterest, Sweetgreen, and Samsara, use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.

About the Support Team 


Mixpanel Support is a team of talented problem-solvers from diverse backgrounds in teaching, consulting, mechanical engineering (just to name a few). We care deeply about helping our customers be successful, and strive to help them learn and answer questions in Mixpanel with ease. We are located all over the world in San Francisco, Barcelona, London, and Singapore.


About the Role 


We are hiring a Support Engineering Manager based out of Bangalore. This is a hands-on leadership role where you'll directly handle our most complex technical challenges and high-stakes customer escalations while simultaneously managing and developing a team of 4-6 Support Engineer individual contributors. We're looking for an experienced Support Engineering professional who can seamlessly toggle between solving critical customer issues themselves and coaching their team through complex problems. This role combines deep technical execution with team leadership, ensuring both immediate customer success and long-term team development.


Responsibilities

  • Manage and develop the individual contributors in your team, through coaching, career development, and pathing 

  • Serve as the escalation point for strategic customers and high-priority accounts in the APAC region

  • Identify and proactively address gaps that inhibit your team’s ability to provide high-quality support

  • Maintain hands-on expertise with Mixpanel's platform to stay current with product evolution and customer needs

  • Provide real-time mentorship during live customer issues, teaching problem-solving approaches through example
  • Conduct regular 1:1s and metrics reviews, with focus on both technical skill development and customer interaction excellence

  • Lead QA reviews of team tickets, providing actionable feedback to elevate technical accuracy and customer communication

  • Drive team performance metrics while ensuring individual growth and job satisfaction

  • Provide actionable feedback in bi-annual performance conversations and lead individual goal-setting

    • Operational Leadership:

  • Partner with regional support leaders to ensure consistent, high-quality customer experiences across teams

  • Identify and proactively address gaps in processes, tools, or knowledge that impact team effectiveness

  • Contribute to hiring process

  • Drive customer satisfaction, response quality, and long-term retention through both direct work and team development

    • We're Looking For Someone Who Has


    Technical & Customer Experience:

  • 5+ years of customer-facing technical support experience at a software company, with demonstrated ability to resolve complex technical issues independently

  • Proven track record of successfully managing high-stakes customer escalations and troubleshooting technical issues

  • Deep technical expertise in product analytics, data integration, and common implementation patterns

    • Leadership & Coaching Skills:

  • 2+ years of experience mentoring or directly managing technical individual contributors

  • Demonstrated ability to teach complex technical concepts and problem-solving methodologies

  • Experience balancing individual contributor work with team management responsibilities

  • Strong track record of developing junior engineers and improving team technical capabilities

    • Bonus Points:

  • Hands-on experience with Mixpanel or similar analytics platforms, including advanced implementation, troubleshooting, and optimization

    • Benefits and Perks

  • Comprehensive Medical, Vision, and Dental Care

  • Mental Wellness Benefit

  • Generous Vacation Policy & Additional Company Holidays

  • Enhanced Parental Leave

  • Volunteer Time Off

  • Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break

    • *please note that benefits and perks for contract positions will vary*


    Culture Values

  • Make Bold Bets: We choose courageous action over comfortable progress.

  • Innovate with Insight: We tackle decisions with rigor and judgment - combining data, experience and collective wisdom to drive powerful outcomes.

  • One Team: We collaborate across boundaries to achieve far greater impact than any of us could accomplish alone.

  • Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations.

  • Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star.

  • Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible.

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