Support Engineer

Confirmed live in the last 24 hours

Locations

London, UK

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

Become a Mixpanel product expert! Our support team is on the front lines developing best practices and offering consultative advice. You will help customers understand our reports and features, improve their implementation, and support them through their technical roadblocks
Respond to customer inquiries, primarily via Zendesk email or online chat
Contribute to growing support channels like online community forums and help center documentation
Collaborate with other Support Engineers to investigate and resolve customer issues
Identify, document, and report bugs and customer feature requests to share with our Product and Engineering teams
Act as a customer advocate by providing continuous feedback regarding internal support processes, product improvements and customer education
Help customers import, update and export data via our APIs
An intrinsic drive to help customers, along with the patience and empathy to understand their issues and provide solutions tailored to their needs
A knack for explaining complex concepts to a diverse audience - our customers are all over the world, in a variety of industries, with varying roles and backgrounds
Exceptional problem solving skills, critical thinking skills, and the ability to interpret data
Ability to ask the right questions, think on your feet, and be resourceful when faced with new challenges
Exceptional writing skills with great attention to detail

Responsibilities

Mixpanel is a leading product analytics software company, currently helping the world answer 81 million product questions every year. Our pioneering event-based tracking solution gives product teams the ability to gain insights into how to best acquire, convert, and retain their users across web and mobile platforms
Powerful, flexible, and easy-to-use, Mixpanel enables teams to learn from their user data and innovate rapidly in creating winning products. Today, we serve nearly 7,000 paying customers through seven offices globally in our quest to provide the most in-depth product analytics that everyone can use and trust
#PC-01

Desired Qualifications

Experience providing consultative services and the ability to ask our customers the right business questions and utilize their data to realize their goals
Programming experience and an understanding of interacting with APIs
Experience with debugging and resolving complex technical issues. We support all of Mixpanel's SDKs - the most common implementations are with our Android, iOS, and JavaScript libraries
Experience with Mixpanel or other analytics tools

About Mixpanel

Mixpanel is a leading product analytics software company, currently helping the world answer 81 million product questions every year. Our pioneering event-based tracking solution gives product teams the ability to gain insights into how to best acquire, convert, and retain their users across web and mobile platforms.

Powerful, flexible, and easy-to-use, Mixpanel enables teams to learn from their user data and innovate rapidly in creating winning products. Today, we serve nearly 7,000 paying customers through seven offices globally in our quest to provide the most in-depth product analytics that everyone can use and trust.

#PC-01

We’re looking for a Support Engineer to join us in our Barcelona or London office.

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’re looking for a Support Engineer to join us in our London or Barcelona office. The right candidate is an avid learner, an unwavering advocate for customers, and a collaborative teammate. The main responsibility of a Support Engineer is to help users solve technical challenges and answer questions with Mixpanel. At the same time, you’ll work closely with the product team to identify ways to make the product and customer experience even better.

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. Additionally, you will develop your technical skills, collaborate with our Product team to improve our product, learn product analytics and mentor new team members. 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.

Become a Mixpanel product expert! Our support team is on the front lines developing best practices and offering consultative advice. You will help customers understand our reports and features, improve their implementation, and support them through their technical roadblocks
Respond to customer inquiries, primarily via Zendesk email or online chat
Contribute to growing support channels like online community forums and help center documentation
Collaborate with other Support Engineers to investigate and resolve customer issues
Identify, document, and report bugs and customer feature requests to share with our Product and Engineering teams
Act as a customer advocate by providing continuous feedback regarding internal support processes, product improvements and customer education
Help customers import, update and export data via our APIs

We’re Looking For Someone Who Has

An intrinsic drive to help customers, along with the patience and empathy to understand their issues and provide solutions tailored to their needs
A knack for explaining complex concepts to a diverse audience — our customers are all over the world, in a variety of industries, with varying roles and backgrounds
Exceptional problem solving skills, critical thinking skills, and the ability to interpret data
Ability to ask the right questions, think on your feet, and be resourceful when faced with new challenges
Exceptional writing skills with great attention to detail

Bonus Points For

Experience providing consultative services and the ability to ask our customers the right business questions and utilize their data to realize their goals
Programming experience and an understanding of interacting with APIs
Experience with debugging and resolving complex technical issues. We support all of Mixpanel’s SDKs — the most common implementations are with our Android, iOS, and JavaScript libraries
Experience with Mixpanel or other analytics tools

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 the leader in product analytics and have raised $277M from prominent investors like Andreessen-Horowitz, Sequoia, YC, and Bain Capital. Over the years, we’ve seen a spike in our leading indicators—signups and weekly active users—which have directly translated to revenue growth. Recently, we secured a $200M Series C growth investment from Bain Capital to accelerate our product development, expand our reach to customers, and more. Our award-winning teams make our continued growth possible by finding creative solutions to ever-changing challenges with scaling, reliability, design, and service. Today, we’re the only company single-mindedly focused on enabling the world’s most innovative companies to use data to uncover insights about their customers to build better products.

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.

201-500 employees

Website

Company product analytics platform

Company Overview

Mixpanel's mission is to help the world learn from its data and solve big problems. The company has a pioneering event-based tracking solution that gives product teams the ability to gain insights into how to best acquire, convert, and retain their users across web and mobile platforms.

Benefits

Competitive compensation
Company stock options
Sabbatical policy
PTO
Volunteer time off
Parental leave
Mental health resources
401(k) match
Health, dental,& vision coverage
Flexible work from home options
Learning & development stipend
Professional growth hours

Company Core Values

Be open
Lead change
Results-oriented
Customer focus
One team