APAC Manager, Support Engineering
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Requirements
• 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 • 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 • Hands-on experience with Mixpanel or similar analytics platforms, including advanced implementation, troubleshooting, and optimization
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
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 • please note that benefits and perks for contract positions will vary* • Culture Values • Make Bold Bets: We choose courageous action over comfortable progress. • Make Bold Bets: • Innovate with Insight: We tackle decisions with rigor and judgment - combining data, experience and collective wisdom to drive powerful outcomes. • Innovate with Insight: • One Team: We collaborate across boundaries to achieve far greater impact than any of us could accomplish alone. • One Team: • Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations. • Candor with Connection: • Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star. • Champion the Customer: • Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible. • Powerful Simplicity: • 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.
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