Support Engineer

Summary

Join Mixpanel's Support team as a Support Engineer and help users solve technical challenges using our event analytics platform. You will become a Mixpanel product expert, responding to customer inquiries via various channels, investigating bugs and feature requests, and collaborating with other teams. This role requires excellent problem-solving and communication skills, the ability to navigate ambiguity, and a commitment to continuous learning. The position offers opportunities for professional development and career growth within the company. Mixpanel provides a comprehensive benefits package including medical, vision, and dental insurance, as well as generous vacation time and parental leave.

Requirements

• 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

Responsibilities

• Support our customers at every turn in the Mixpanel journey by providing answers to product questions, sharing best practices and debugging technical issues
• 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

Preferred Qualifications

• 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)

Benefits

• Medical, vision, and dental insurance coverage
• Equity consideration
• Comprehensive Medical, Vision, and Dental Care
• Mental Wellness Benefit
• Generous Vacation Policy & Additional Company Holidays
• Enhanced Parental Leave
• Volunteer Time Off
• Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break