The Associate Production Support Analyst at Endpoint provides remote technical support for IRT systems, ensuring efficient customer service and troubleshooting for users in India.
About the role
- Support Engineering Manager leading technical challenges and high-stakes escalations at Mixpanel. Overseeing a team of Support Engineers while ensuring quality service in APAC region.
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
- 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
- Hands-on experience with Mixpanel or similar analytics platforms, including advanced implementation, troubleshooting, and optimization
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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