MixpanelAPAC Manager, Support Engineering
About Mixpanel
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 in teaching, consulting, mechanical engineering (just to name a few). We care deeply about helping our customers be successful, and strive to help them learn and answer questions in Mixpanel with ease. We are located all over the world in San Francisco, Barcelona, London, and Singapore.
About the Role
We are hiring a Support Engineering Manager based out of Bangalore. This is a hands-on leadership role where you'll directly handle our most complex technical challenges and high-stakes customer escalations while simultaneously managing and developing a team of 4-6 Support Engineer individual contributors. We're looking for an experienced Support Engineering professional who can seamlessly toggle between solving critical customer issues themselves and coaching their team through complex problems. This role combines deep technical execution with team leadership, ensuring both immediate customer success and long-term team development.
Responsibilities
Manage and develop the individual contributors in your team, through coaching, career development, and pathing
Serve as the escalation point for strategic customers and high-priority accounts in the APAC region
Identify and proactively address gaps that inhibit your team’s ability to provide high-quality support
Maintain hands-on expertise with Mixpanel's platform to stay current with product evolution and customer needs
Provide real-time mentorship during live customer issues, teaching problem-solving approaches through example
Conduct regular 1:1s and metrics reviews, with focus on both technical skill development and customer interaction excellence
Lead QA reviews of team tickets, providing actionable feedback to elevate technical accuracy and customer communication
Drive team performance metrics while ensuring individual growth and job satisfaction
Provide actionable feedback in bi-annual performance conversations and lead individual goal-setting
Operational Leadership:
- Partner with regional support leaders to ensure consistent, high-quality customer experiences across teams
- Identify and proactively address gaps in processes, tools, or knowledge that impact team effectiveness
- Contribute to hiring process
- Drive customer satisfaction, response quality, and long-term retention through both direct work and team development
We're Looking For Someone Who Has
Technical & Customer Experience:
- 5+ years of customer-facing technical support experience at a software company, with demonstrated ability to resolve complex technical issues independently
- Proven track record of successfully managing high-stakes customer escalations and troubleshooting technical issues
- Deep technical expertise in product analytics, data integration, and common implementation patterns
Leadership & Coaching Skills:
- 2+ years of experience mentoring or directly managing technical individual contributors
- Demonstrated ability to teach complex technical concepts and problem-solving methodologies
- Experience balancing individual contributor work with team management responsibilities
- Strong track record of developing junior engineers and improving team technical capabilities
Bonus Points:
- Hands-on experience with Mixpanel or similar analytics platforms, including advanced implementation, troubleshooting, and optimization
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
- 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.
- Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible.
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.