Support Engineer - Israel
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Job Description
About Mixpanel
Mixpanel is an event analytics platform for builders who need answers from their data at their fingertipsno SQL required. When everyone in the organization can see and learn from the impact of their work on product marketing and company revenue metrics they are poised to make better decisions.
Over 9000 paid customers including companies like Netflix Pinterest Sweetgreen and Samsara use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.
About The Support Team
Mixpanel Support is a team of talented problemsolvers from diverse backgrounds. We care deeply about helping our customers be successful and enabling them to get value from their data. We are located all over the world in San Francisco Barcelona London and Singapore.
About The Role
We are looking for someone who is eager to learn advocates for customers and thrives in a team environment. The main responsibility of a Support Engineer is to help users solve technical challenges and use Mixpanel to make impactful product decisions. Weve had team members focus on developing their technical skills to join the product and engineering teams hone their customerfacing skills to become customer success managers or sales engineers as well as take on leadership roles in the Support organization.
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. Youll also develop your technical skills collaborate with our Product team to improve our product learn product analytics and mentor new team members.
- Become a Mixpanel product expert you will help users understand our reports and features help them use our APIs and SDKs share best practices and resolve account issues
- Respond to customer inquiries via email slack and calls
- Investigate and document bugs and feature requests to share with our Product and Engineering teams
- Provide feedback regarding internal support processes product functionality and customer education resources to improve the customer experience
- Shape the product by regularly working closely with PMs engineers and designers to incorporate customer learnings into change
Were Looking For Someone Who Has
- Significant experience providing customer facing SaaS support (in customer support professional services technical account management or similar)
- Excellent problem solving and analytical skills and ability to communicate complex concepts effectively to technical and nontechnical audiences
- Ability to be resourceful and resilient when faced with ambiguity and new challenges
- Interest and aptitude to develop technical skills and learning new technologies
- Dedication to developing expertise in a complex and constantly evolving product
- Programming experience understanding of web & mobile technologies and interacting with APIs
- Experience with debugging and collaborating with engineering to resolve complex technical issues
- Experience with product implementation methods like SDKs Customer Data Platforms (CDPs) Event Streaming Reverse ETL etc.
- Experience with databases and cloud data warehouses like Google Cloud Amazon Redshift Microsoft Azure Snowflake Databricks etc.
Bonus Points
- Experience with Mixpanel or other analytics tools
- Experience providing SLAbased support and/or dedicated support to strategic customers
- Experience in Gaming or Fintech.
- Speak Hebrew at a full professional level (strong plus)
#LIHybrid
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: PreTax 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 cant win without each other
Why choose Mixpanel
Were a leader in analytics with over 9000 customers and $277M raised from prominent investors: like AndreessenHorowitz Sequoia YC and most recently Bain Capital. Mixpanels pioneering eventbased 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 everevolving challenges tied to scaling reliability design and service. Choosing to work at Mixpanel means youll be helping the worlds most innovative companies learn from their data so they can make better decisions.
Mixpanel is an equal opportunity employer supporting workforce diversity. At Mixpanel we are focused on things that really matterour people our customers our partnersout 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. Weve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.
Employment Type
Full Time
