Support Engineer
About Mixpanel
Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they are poised to make better decisions.
Over 9,000 paid customers, including companies like Netflix, Pinterest, Sweetgreen, Samsara, and Uber, use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.
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.
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
*please note that benefits and perks for contract positions will vary*
Culture Values
- Be Open: When knowledge becomes open, we can come together as a team to collaborate around a shared purpose
- Customer Focus: Our customers’ success is our success
- Lead Change: Everyone at Mixpanel has the capacity to make an impact on the business
- Results Oriented: Driving results in a measurable way ensures we stay focused on the highest impact initiatives
- One Team: We can’t win without each other
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.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
At Mixpanel, we're on a mission to empower businesses to really understand their data, and we're thrilled to be expanding our team with a new Support Engineer in Denver, or anywhere remote! As a member of our talented Support Team, you'll become an essential part of our customers' journey, guiding them through technical challenges they encounter while using our analytics platform. Your role will have you interacting with our customers primarily through Zendesk, responding to inquiries via email, online chat, and sometimes even over the phone. You'll develop a deep understanding of our product — learning to answer questions about our reports, features, and even using our APIs and SDKs. We’re looking for someone eager to learn and genuinely passionate about helping others succeed, while also sharing your insights with our product and engineering teams to help shape the future of Mixpanel. The support engineer position is perfect for someone who enjoys problem-solving and can communicate technical concepts in a friendly and clear manner. What’s more, this job is a great starting point for those wanting to advance into product management, engineering, or customer success roles. With Mixpanel's robust training and mentorship, you'll have opportunities to grow your technical skills and knowledge, making a real impact on both your personal development and the overall customer experience. Come join our mission of transforming businesses through data!
By
Mixpanel
At Mixpanel, we are on a mission to help the world learn from its data and solve big problems.
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