Support Engineer • Lead

Who you are

You have a strong background in support engineering with hands-on experience in resolving complex technical issues — you thrive in high-pressure situations and enjoy helping customers find solutions to their problems. Your leadership skills are evident as you manage a team of support engineers, guiding them through challenging escalations while also being willing to dive into technical challenges yourself. You possess excellent communication skills, enabling you to articulate technical concepts clearly to both your team and customers. You are passionate about customer success and understand the importance of providing exceptional support to enhance user experience. You have experience in managing teams and fostering a collaborative environment where team members feel empowered to share ideas and solutions.

Desirable

Experience with analytics platforms or similar technologies is a plus, as is familiarity with customer support tools and methodologies. A background in technical coaching or mentoring is highly valued, as you will be responsible for developing your team's skills and capabilities.

What you'll do

In this role, you will lead the Support Engineering team in Bangalore, ensuring that your team is equipped to handle the most complex customer issues effectively. You will be responsible for managing escalations and providing hands-on support when necessary, demonstrating your technical expertise. You will also focus on developing your team, providing coaching and mentorship to help them grow in their roles. Collaborating with other departments, you will work to improve processes and enhance the overall customer experience. Your role will involve analyzing support metrics to identify areas for improvement and implementing strategies to optimize support operations. You will play a key role in shaping the support culture at Mixpanel, ensuring that customer success remains at the forefront of your team's efforts.

What we offer

Mixpanel offers a dynamic work environment where you can make a significant impact on customer success. You will have the opportunity to work with a talented team and contribute to the development of innovative solutions. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to empower organizations to make data-driven decisions and enhance their analytics capabilities.