APAC Manager, Support Engineering at Mixpanel — Remote Asia / APAC

About Mixpanel

Mixpanel turns data clarity into innovation. Trusted by more than 29,000 companies, including Workday, Pinterest, LG, and Rakuten Viber, Mixpanel’s AI-first digital analytics help teams accelerate adoption, improve retention, and ship with confidence. Powering this is an industry-leading platform that combines product and web analytics, session replay, experimentation, feature flags, and metric trees. Mixpanel delivers insights that customers trust. Visit mixpanel.com to learn more.

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 are hiring a Support Engineering Manager based out of Bangalore. 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.

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

Operational Leadership:

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

Technical & Customer Experience:

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

Leadership & Coaching Skills:

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

Bonus Points:

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

APAC Manager, Support Engineering