Technical Support Engineer
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 & web analytics, session replay, feature flags, experiments, a CDP, 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 70,000 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.
We're growing quickly but sustainably - we're default alive, averaging 10% monthly revenue growth, with >$10m 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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At PostHog, we are on the lookout for a talented Technical Support Engineer to join our dynamic team! As a company dedicated to helping engineers build better products, we're proud to offer an all-in-one platform that provides insights through product analytics, session replay, feature flags, and so much more. Our ideal Technical Support Engineer loves connecting with customers and is passionate about solving their problems. You will be the frontline contact for our users, ensuring their experience with PostHog is smooth and productive. In this role, you'll not only address support tickets yourself, but you'll also work on enhancing our support tooling to improve efficiency. No mundane ticket-pushing here! This role involves collaborating closely with our product and customer success teams to prioritize customer feedback and communicate crucial issues that need engineering attention. We highly value autonomy here, so you'll have the freedom to decide what improvements have the most impact. Your background in JS and NextJS will be key in helping our customers understand the technical intricacies of our platform. If you're looking for a role that blends technical ability with customer engagement, then the Technical Support Engineer position at PostHog could be your next exciting career move!
By
PostHog
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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