Support Engineer
About The Support Team
Mixpanel Support is a team of talented problem-solvers from diverse backgrounds. We care deeply about helping our customers be successful and enabling them to get value from their data. We are located all over the world in San Francisco, Barcelona, London, and Singapore.
About The Role
We are looking for someone who is eager to learn, advocates for customers, and thrives in a team environment. The main responsibility of a Support Engineer is to help users solve technical challenges and use Mixpanel to make impactful product decisions. We’ve had team members focus on developing their technical skills to join the product and engineering teams, hone their customer-facing skills to become customer success managers or sales engineers as well as take on leadership roles in the Support organization.
Responsibilities
The core responsibility of a Support Engineer is to support our customers at every turn in the Mixpanel journey by providing answers to product questions, sharing best practices and debugging technical issues. You'll also develop your technical skills, collaborate with our Product team to improve our product, learn product analytics and mentor new team members.
Become a Mixpanel product expert - you will help users understand our reports and features, help them use our APIs and SDKs, share best practices and resolve account issues
Respond to customer inquiries, primarily via Zendesk email or online chat and occasionally over phone calls
Investigate and document bugs and feature requests to share with our Product and Engineering teams
Provide feedback regarding internal support processes, product functionality and customer education resources to improve the customer experience
Shape the product by regularly working closely with PM’s, engineers, and designers to incorporate customer learnings into change
We're Looking For Someone Who Has
You are passionate about helping others succeed and communicate with patience and clarity
Excellent problem solving and analytical skills
Ability to communicate technical concepts effectively in a clear, friendly writing style
Ability to navigate ambiguity and adapt to new challenges with creativity
Commitment to continuously developing expertise in our evolving product
Interest and aptitude to develop technical skills and learn new technologies
Bonus Points
Programming experience, understanding of web technologies and interacting with APIs
Experience with debugging and collaborating with engineering to resolve complex technical issues, especially with JavaScript, Python, or mobile technologies
Experience with Mixpanel or other analytics tools
Interest or ability to work a nonstandard work week (i.e. Tuesday - Saturday)
Compensation
The amount listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of either a company bonus or commissions. Variable compensation type is determined by your role and level. In addition to the cash compensation provided, this position is also eligible for equity consideration and other benefits including medical, vision, and dental insurance coverage. You can view our benefits offerings here. Our salary ranges are determined by role and level and are benchmarked to the SF Bay Area Technology data cut released by Radford, a global compensation database. The range displayed represents the minimum and maximum TTCC for new hire salaries for the position across all of our US locations. To stay on top of market conditions, we refresh our salary ranges twice a year so these ranges may change in the future. Within the range, individual pay is determined by experience, job-related skills, qualifications, and other factors. If you have questions about the specific range, your recruiter can share this information.
Mixpanel Compensation Range
$95,000—$95,000 USD
About the job
Apply for this position
Support Engineer
About The Support Team
Mixpanel Support is a team of talented problem-solvers from diverse backgrounds. We care deeply about helping our customers be successful and enabling them to get value from their data. We are located all over the world in San Francisco, Barcelona, London, and Singapore.
About The Role
We are looking for someone who is eager to learn, advocates for customers, and thrives in a team environment. The main responsibility of a Support Engineer is to help users solve technical challenges and use Mixpanel to make impactful product decisions. We’ve had team members focus on developing their technical skills to join the product and engineering teams, hone their customer-facing skills to become customer success managers or sales engineers as well as take on leadership roles in the Support organization.
Responsibilities
The core responsibility of a Support Engineer is to support our customers at every turn in the Mixpanel journey by providing answers to product questions, sharing best practices and debugging technical issues. You'll also develop your technical skills, collaborate with our Product team to improve our product, learn product analytics and mentor new team members.
Become a Mixpanel product expert - you will help users understand our reports and features, help them use our APIs and SDKs, share best practices and resolve account issues
Respond to customer inquiries, primarily via Zendesk email or online chat and occasionally over phone calls
Investigate and document bugs and feature requests to share with our Product and Engineering teams
Provide feedback regarding internal support processes, product functionality and customer education resources to improve the customer experience
Shape the product by regularly working closely with PM’s, engineers, and designers to incorporate customer learnings into change
We're Looking For Someone Who Has
You are passionate about helping others succeed and communicate with patience and clarity
Excellent problem solving and analytical skills
Ability to communicate technical concepts effectively in a clear, friendly writing style
Ability to navigate ambiguity and adapt to new challenges with creativity
Commitment to continuously developing expertise in our evolving product
Interest and aptitude to develop technical skills and learn new technologies
Bonus Points
Programming experience, understanding of web technologies and interacting with APIs
Experience with debugging and collaborating with engineering to resolve complex technical issues, especially with JavaScript, Python, or mobile technologies
Experience with Mixpanel or other analytics tools
Interest or ability to work a nonstandard work week (i.e. Tuesday - Saturday)
Compensation
The amount listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of either a company bonus or commissions. Variable compensation type is determined by your role and level. In addition to the cash compensation provided, this position is also eligible for equity consideration and other benefits including medical, vision, and dental insurance coverage. You can view our benefits offerings here. Our salary ranges are determined by role and level and are benchmarked to the SF Bay Area Technology data cut released by Radford, a global compensation database. The range displayed represents the minimum and maximum TTCC for new hire salaries for the position across all of our US locations. To stay on top of market conditions, we refresh our salary ranges twice a year so these ranges may change in the future. Within the range, individual pay is determined by experience, job-related skills, qualifications, and other factors. If you have questions about the specific range, your recruiter can share this information.
Mixpanel Compensation Range
$95,000—$95,000 USD