Support Engineer

Summary

Join Mixpanel's Support team as a Support Engineer and help users solve technical challenges, utilizing Mixpanel to make impactful product decisions. You will become a Mixpanel product expert, responding to customer inquiries via various channels, investigating and documenting bugs and feature requests, and providing feedback to improve the customer experience. Collaborate with Product and Engineering teams to shape the product and incorporate customer learnings. Develop your technical skills, learn product analytics, and mentor new team members. Career growth opportunities within the company include transitioning to product, engineering, customer success, or sales engineering roles, or taking on leadership positions within Support. The role requires excellent problem-solving and communication skills, a commitment to continuous learning, and the ability to adapt to new challenges.

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

• 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

• 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