APAC Manager, Support Engineering

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.

Requirements

• 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

Benefits

• Comprehensive Medical, Vision, and Dental Care
• Mental Wellness Benefit
• Generous Vacation Policy & Additional Company Holidays
• Enhanced Parental Leave
• Volunteer Time Off
• Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break