Mixpanel, an event analytics platform used by companies like Netflix and Pinterest, is looking for a Support Engineer to join their global team of problem-solvers. The core mission is to help customers succeed by providing answers, sharing best practices, and debugging technical issues related to the product.

• Location: San Francisco, US (Remote)
• Employment Type: Full-time
• Compensation Range (TTCC): $95,000—$95,000 USD (Includes base and variable compensation)

Core Responsibilities: Product Expertise and Customer Advocacy

This role serves as the central point of contact for technical support, requiring a deep commitment to learning Mixpanel’s evolving platform and collaborating with internal teams to drive product improvement.

• Product Expertise: Become a Mixpanel product expert, helping users understand reports and features, use APIs and SDKs, and resolve account issues.
• Customer Support: Respond to customer inquiries primarily via Zendesk email or online chat, and occasionally over phone calls.
• Collaboration & Debugging: Investigate and document bugs and feature requests to share with the Product and Engineering teams. This includes collaborating with PMs, engineers, and designers to incorporate customer learnings into changes.
• Process Improvement: Provide feedback regarding internal support processes, product functionality, and customer education resources to improve the overall customer experience.

We’re Looking For Someone Who Has:

The ideal candidate combines strong communication and problem-solving skills with a technical aptitude and a desire to learn complex analytics tools.

• Communication: Excellent ability to communicate technical concepts effectively in a clear, friendly writing style and communicate with patience and clarity.
• Problem-Solving: Excellent problem-solving and analytical skills, with the ability to navigate ambiguity and adapt to new challenges.
• Technical Aptitude: Strong interest and aptitude to develop technical skills and learn new technologies.
• Bonus Points (Highly Desirable):
  • Programming experience, understanding of web technologies, and interacting with APIs.
  • Experience with debugging complex technical issues, especially with JavaScript, Python, or mobile technologies.
  • Experience with Mixpanel or other analytics tools.