Sr. SaaS Configuration Specialist
Research InnovationsSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaS, AnalyticsIndustries
Requirements
- Experience providing customer facing SAAS support (in customer support, professional services, technical account management or similar)
- Ability to communicate technical concepts effectively in a clear, friendly writing style
- Excellent problem solving and analytical skills
- Programming experience, understanding of web & mobile technologies and interacting with APIs
- Experience with debugging and collaborating with engineering to resolve complex technical issues, especially with JavaScript, Python, or mobile technologies
- Ability to be resourceful and resilient when faced with ambiguity and new challenges
- Dedication to developing expertise in a complex and constantly evolving product
- Interest and aptitude to develop technical skills and learn new technologies
- Experience providing SLA based support and/or dedicated support to strategic customers
- Available to work five days a week, including Saturdays
Responsibilities
- Become a Mixpanel product expert - help users understand reports and features, use APIs and SDKs, share best practices and resolve account issues
- Respond to customer inquiries via Zendesk email, chat, Slack and phone calls
- Investigate and document bugs and feature requests to share with 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 PM’s, engineers, and designers to incorporate customer learnings into change
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Support Engineer I role?
Candidates need experience providing customer-facing SaaS support, ability to communicate technical concepts clearly, excellent problem-solving and analytical skills, programming experience with web and mobile technologies and APIs, and experience debugging complex issues especially with JavaScript.
Is this a remote position or does it require office work?
The team is located in San Francisco, Barcelona, London, and Singapore, but specific remote or office requirements are not detailed.
What are the work hours or schedule for this role?
Saturdays are a required workday for this role.
What career growth opportunities are available?
Team members can develop technical skills to join product and engineering teams, hone customer-facing skills for customer success or sales engineering roles, or take on leadership positions within Support.
What qualities make a strong candidate for this position?
The ideal candidate is an avid learner, customer advocate, and collaborative teammate with SaaS support experience and technical debugging skills.
Mixpanel
Data analytics for user behavior insights
About Mixpanel
Mixpanel provides data analytics tools that help businesses understand user interactions with their products. It tracks user behavior and measures engagement on websites and mobile applications, allowing companies to gain insights into how users engage with their digital platforms. Mixpanel's services are offered through a subscription model, where clients pay a recurring fee based on the volume of data tracked and features accessed. This model supports a steady revenue stream and enables ongoing improvements to the platform. Key features include event tracking, user segmentation, funnel analysis, and retention reports, which assist businesses in identifying trends and making informed decisions to enhance user experience. Mixpanel differentiates itself by focusing on comprehensive analytics tailored for tech startups, e-commerce businesses, and large enterprises, aiming to empower these companies to optimize user engagement and drive growth.
San Francisco, CaliforniaHeadquarters
2009Year Founded
$269.6MTotal Funding
SERIES_CCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
201-500Employees
Benefits
Competitive compensation
Company stock options
Sabbatical policy
PTO
Volunteer time off
Parental leave
Mental health resources
401(k) match
Health, dental,& vision coverage
Flexible work from home options
Learning & development stipend
Professional growth hours
Risks
Increased competition from Amplitude and Heap may affect market share.
Data privacy concerns may arise from integrations with platforms like BigQuery.
Growing demand for personalization pressures Mixpanel to enhance analytics capabilities.
Differentiation
Mixpanel offers real-time analytics across devices, enhancing user experience insights.
The SaaS model ensures steady revenue and continuous platform improvement.
Mixpanel's embeddable reports enhance collaboration in tools like FigJam and Coda.
Upsides
Integration with BigQuery enhances data exploration for data-driven companies.
Recognition as a 'Market Leader' boosts Mixpanel's market credibility.
Partnership with Seven Peaks expands Mixpanel's reach in the APAC region.
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