Technical Support Engineer
About PostHog
We’re equipping every developer to build successful products by giving them a suite of products to analyze, test, observe, and deploy new features. We currently offer product and web analytics, session replay, feature flags, experiments, a CDP, SQL access, a data warehouse, and LLM observability… and there’s plenty more to come.
PostHog was created as an open-source project during Y Combinator's W20 cohort. We had the most successful B2B software launch on HackerNews since 2012 with a product that was just 4 weeks old. Since then, more than 100,000 companies have installed the platform. We've had huge success with our paid upgrades, raised bags of money from some of the world's top investors, and have extremely strong product-led growth – 97% driven by word of mouth.
We're growing quickly, but sustainably. We're also default alive, averaging 10% monthly revenue growth and with more than $20m ARR. We're staying focused on building an awesome product for end users, hiring a handful of exceptional team members, and seeing fantastic growth 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.
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
SDK experience — specifically JS and NextJS
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.
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!
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PostHog is on the lookout for a driven Technical Support Engineer who is not just a problem-solver but also a genuine advocate for our customers. Here, you'll have the opportunity to make a significant impact by directly interacting with users while leveraging your technical background. As a Technical Support Engineer at PostHog, you won't just be answering tickets; you'll be the face our customers trust to resolve their challenges. You'll dive deep into our suite of products, addressing issues related to product and web analytics, feature flags, A/B testing, and more. Your responsibilities will include improving our support tools, helping build automation processes, and ensuring that we meet our internal response targets. Moreover, you'll work closely with product teams to escalate any complex issues, ensuring we constantly prioritize user feedback for product development. We value independence, so you'll have the autonomy to choose the most impactful tasks while still collaborating with our fantastic Customer Success team. If you have experience with JS and NextJS, combined with a passion for customer service and a strong engineering background, we'd love to have you join us on this adventure. At PostHog, you're not just joining a team; you're becoming part of a community that thrives on creativity, transparency, and shared goals as we navigate exciting growth together.
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PostHog is increasing the number of successful products in the world. We do that by providing a platform for open-source product analytics. This helps software teams understand user behaviour. We took part in Y Combinator’s W20 cohort, and had...
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