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Mixpanel Logo Mixpanel · IT - Administration

APAC Manager, Support Engineering

India, Bengaluru · Job Posted January 22, 2026
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Job Description

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.

Job Responsibility

  • 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

Nice to have

Hands-on experience with Mixpanel or similar analytics platforms, including advanced implementation, troubleshooting, and optimization

What we offer

  • 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
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