Hybrid APAC Manager, Support Engineering

at Mixpanel

• Job title: APAC Manager, Support Engineering
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Bengaluru, India

About the role

• Support Engineering Manager leading technical challenges and high-stakes escalations at Mixpanel. Overseeing a team of Support Engineers while ensuring quality service in APAC region.

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
• 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

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

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