Mixpanel turns data clarity into innovation. Trusted by more than 29,000 companies, including Workday, Pinterest, LG, and Rakuten Viber, Mixpanel’s AI-first digital analytics help teams accelerate adoption, improve retention, and ship with confidence.

Powering this is an industry-leading platform that combines product and web analytics, session replay, experimentation, feature flags, and metric trees. Mixpanel delivers insights that customers trust.

Visit mixpanel.com to learn more.

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

The right candidate is an avid learner, an advocate for customers, and a collaborative teammate. 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, and 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 via Zendesk email, chat, Slack, and 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

Experience providing customer facing SAAS support (in customer support, professional services, technical account management or similar)

Ability to communicate technical concepts effectively in a clear, friendly writing style

Excellent problem-solving and analytical skills

Programming experience, understanding of web & mobile technologies, and interacting with APIs

Experience with debugging and collaborating with engineering to resolve complex technical issues, especially with JavaScript, Python, or mobile technologies

Ability to be resourceful and resilient when faced with ambiguity and new challenges

Dedication to developing expertise in a complex and constantly evolving product

Interest and aptitude to develop technical skills and learn new technologies

Experience providing SLA based support and/or dedicated support to strategic customers

Speak Hebrew and fluent English

Bonus Points

Experience with Mixpanel or other analytics tools

Familiar with databases and cloud data warehouses like Google Cloud, Amazon Redshift, Microsoft Azure, Snowflake, Databricks, etc.

Familiar with product analytics implementation methods like SDKs, Customer Data Platforms (CDPs), Event Streaming, Reverse ETL, etc.

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

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.

Why choose Mixpanel?

We’re a leader in analytics with over 9,000 customers and $277M raised from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital.

Mixpanel’s pioneering event-based data analytics platform offers a powerful yet simple solution for companies to understand user behaviors and easily track overarching company success metrics.

Our accomplished teams continuously facilitate our expansion by tackling the ever-evolving challenges tied to scaling, reliability, design, and service.

Choosing to work at Mixpanel means you’ll be helping the world’s most innovative companies learn from their data so they can make better decisions.

Mixpanel is an equal opportunity employer supporting workforce diversity.

At Mixpanel, we are focused on things that really matter,our people, our customers, our partners,out of a recognition that those relationships are the most valuable assets we have.

We actively encourage women, people with disabilities, veterans, underrepresented minorities, and LGBTQ+ people to apply.

We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance or other similar laws that may be applicable, we will consider for employment qualified applicants with arrest and conviction records.

We’ve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.

XML job scraping automation by YubHub

Impact you will have:

• Build and manage a team of Technical Solution Engineers
• Provide coaching and mentorship to the engineers
• Identify and implement process improvements to meet or exceed regional performance KPIs.
• Establish training plans and subject matter expertise within the team.
• Drive support escalations and establish cross-functional collaboration to manage and resolve issues.
• Be a player-coach and provide technical leadership to the regional support team.
• Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform.
• Define quarterly goals and track them to completion to drive team growth and personal development.
• Scale the organisation by developing processes and guidelines that promote operational efficiency
• Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.
• Perform risk assessments and be a hands-on leader

What we are looking for:

• Minimum 15 years of experience in the Tech Industry
• SaaS Support, building, testing, and maintaining
• Minimum 6+ years of managerial experience, leading a team of at least 6+ technical support engineers
• Proven experience working with cloud native applications/SaaS (AWS, Azure, GCP), big data platforms, or Apache Spark™ in a technical capacity
• Demonstrated experience in a customer-facing role managing a large regional team of technical support engineers.
• Excellent analytical and troubleshooting skills.
• Excellent customer facing, verbal and written communication skills
• A team-oriented attitude and a high degree of comfort working in a startup environment
• Hands-on experience in systems troubleshooting, networking, and Linux fundamentals, JVM troubleshooting, debugging of Java applications is preferred

Benefits

At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here.

XML job scraping automation by YubHub