Support Engineer

Help us to increase the number of successful products in the world!

• 🌍 Location: We are full-remote and globally distributed! Our current team is distributed between GMT-8 and GMT+2 so we currently only hire in these timezones.

• 🎤 Interview process: [insert info about the stages of the interview] Read more about our interview process.

• 🖥️ Team: Customer Success

• 💼 Manager:  Simon Fisher

• 💰 Compensation: Please check our compensation calculator.

• 🦔 Read more about how we hire and how we think about Diversity & Inclusion.

About PostHog

PostHog helps engineers build better products. We are a single platform to analyze, test, observe, and deploy new features. We give engineers product analytics, session recording, feature flags, A/B testing, event pipelines, SQL access, and a data warehouse… and there’s plenty more to come.

PostHog was created as an open-source project during Y Combinator's W20 cohort and had the most successful B2B software launch on HackerNews since 2012 - with a product that was just 4 weeks old. Since then, more than 35,000 companies have installed the platform. We've had huge success with our paid upgrades, raised $27m from some of the world's top investors, and have shown strong product-led growth - 97% driven by word of mouth. 

Despite the 📉 tech market, we're default alive and doing better than ever!

PostHog makes money from our cloud product, or people can self host the open source project. We average 10% monthly revenue growth and are aiming for $10m ARR in early 2024. While others are focused on layoffs and struggling to grow into huge valuations, we're focusing on an awesome product for end users, hiring a handful of exceptional team members and seeing fantastic increases in revenue as a result.

What we value

• We are open source - building a huge community around a free-for-life product is key to PostHog's strategy.

• We aim to become the most transparent company, ever. In order to enable teams to make great decisions, we share as much information as we can. In our public handbook everyone can read about our roadmap, how we pay (or even let go of) people, what our strategy is, and who we have raised money from.

• Working autonomously and maximizing impact - we don’t tell anyone what to do. Everyone chooses what to work on next based on what is going to have the biggest impact on our customers.

• Solve big problems - we haven't built our defining feature yet. We are all about shipping fast, talking to users, and iterating.

Who we’re looking for

To put it simply, we’re looking for a Support Engineer who loves talking to customers and helping them solve their problems. Answering tickets is important, but we want someone who can also build out our support tooling at the same time. 

You’ll be the face of PostHog for many of our customers, so you’ll need to be extremely helpful and engaging. This isn’t a support agent role - you’ll be resolving most issues directly yourself, and only escalating the more complex ones directly to the relevant engineering team. 

Please note: we are only considering people in GMT -8 to -5 timezones for this particular role!

What you’ll be doing

• Improving the way we do support - we’re growing rapidly so need to make sure we are set up for future success. This means better tooling, automation, reporting, and more. 

• With your knowledge of PostHog, you’ll be answering the majority of tickets yourself across our products, ensuring that customers are able to use the platform without blockers.

• You’ll also be working closely with the product teams to ensure that they are aware of any issues requiring product development work, helping them prioritize requests based on customer profile.

• You’ll be working closely with the rest of the Customer Success team to ensure that we are meeting our internal targets for support ticket response.

What you won’t be doing

❌  Acting solely as a first line support agent - we expect you to be able to diagnose and fix issues themselves, escalating to the appropriate team when development work is needed.

Requirements

• Strong customer focus - you need to help our users and remove any blockers to them using PostHog effectively.

• Good at prioritizing and context switching - we have a high volume of tickets across various product areas.

• Engineering background - the majority of our users are engineers and as such need help from someone equally as technical.

• Able to build solutions yourself - we are also responsible for Support and Customer Success tooling so need to take ownership of improvements.

Nice to have

• Experience providing support for similar products, ie. analytics, session replay, feature flags, A/B testing, data warehouses, CDP etc. 

• Previous support engineer experience

We believe people from diverse backgrounds, with different identities and experiences, make our product and our company better. That’s why we dedicated a page in our handbook to diversity and inclusion. No matter your background, we'd love to hear from you! Alignment with our values is just as important as experience! 🙏

Also, if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!

Benefits

What we offer in return:

• 💰 Generous, transparent compensation and employee-friendly equity in PostHog

• 🌴 Unlimited time off with a 25-day minimum (in 2021 the team on average took 32 days off)

• 🏥 Private medical insurance, including dental and vision (US and UK only)

• 👵 👴 Pension/401k contributions (4% matching)

• 🍼 Generous parental, bereavement and child loss leave

• 📕 Training budget and free books

• ☕ $200/month budget towards co-working or café working and $300/month for team socials

• 🧠 Spill mental health chat

• 🤝 $100/month budget to provide support to open-source projects

• 💸 We'll be your first investor

🛫 Regular team off-sites (we went to Iceland in March) with carbon offsetting for work travel withProject Wren

We believe people from diverse backgrounds, with different identities and experiences, make our product and our company better. That’s why we dedicated a page in our handbook to diversity and inclusion. No matter your background, we'd love to hear from you!

Also, if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!
#LI-Remote