About Mixpanel

Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no 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 9,000 customers, including companies like Netflix, Pinterest, Sweetgreen, Samsara, and Uber, 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 Technology Services Team

Mixpanel’s Technology Services Team is part of Mixpanel’s Global Security and Technology Services Department and currently has team members in Barcelona and San Francisco and we are looking to add a new team member to help support the London office.  The team is responsible for delivering excellent customer service to our internal customers and building and supporting robust and scalable solutions to support the business.  

About the role

As a Senior Technology Specialist, your job will include a blend of IT support and project engineering across Mixpanel’s Global Security and Technology Services teams. You will work within a small IT team and have a balance of hands-on operational support work as well as project work. This role will involve close collaboration with both management and non-management stakeholders across the organization and will serve as a key escalation point for other Technology Services Specialists. Additionally, this role offers future advancement with the opportunity to progress into a more technical role or leadership position within the Technology Services department.

Responsibilities

• Provide all our technology users with delightful experiences.
• Manage and provide technical expertise on Mixpanel’s ITSM tool, SaaS stack, video conferencing, automations and integrations.
• Work closely and collaborate within the IT team as well as Security and GRC teams.
• Follow ITIL best practices for managing incidents, service requests, changes and asset management with a continual improvement mindset. 
• Identify systems and process improvements and formulate improvement plans.

Build and support automations and integrations across our SaaS stack.

• Act as the Project Tech Lead for IT projects. This hybrid project role, scopes, plans and coordinates all technical implementation and ensures the project is delivered on time, scope, cost, and quality. You will also participate in cross-functional projects.
• Produce process documentation and maintain our catalog of policies and procedures.

We’re Looking for someone who has

• +3 years experience in L2/L3 IT support using an ITSM platform
• +1 year experience creating SaaS automations and integrations
• ​​Experience working within an ITIL framework
• Experience supporting predominantly cloud and SaaS environments
• Experience supporting Apple hardware, JAMF, SSO, Zoom and Google Workspace
• Experience working in project teams, ideally within a project delivery discipline
• Outstanding written and oral communication skills
• Excellent problem-solving and analytical skills
• Ability to communicate technical concepts effectively in a clear, friendly way
• Ability to be resourceful and resilient when faced with ambiguity and new challenges
• Interest and aptitude to develop technical skills and learn new technologies, tools and product features
• Highly motivated, innate intellectual curiosity, and a strong desire to drive impact
• Excellent written, analytical, and communication skills
• The ability and desire to learn independently

Bonus Points

• ITIL Foundation certified
• Programming or scripting skills
• Experience building automation in tools like Tray.io
• CompTIA A+ or any other technical certifications such as JAMF, Okta or Google Workspace
• Any project management training

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: Pre-Tax 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 can’t win without each other

Why choose Mixpanel?

We’re a leader in analytics with over 9,000 customers and $277M raised from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital. Mixpanel’s pioneering event-based 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 ever-evolving challenges tied to scaling, reliability, design, and service. Choosing to work at Mixpanel means you’ll be helping the world’s 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 matter—our people, our customers, our partners—out 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. We’ve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.