Team Support

Technical Support Engineer

  • Department

    Support

  • Location

    Remote (US | EU)

  • Timezone(s)

    GMT -8:00 to GMT +2:00

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!

#LI-DNI

Salary

We have a set system for compensation as part of being transparent. Salary varies based on location and level of experience.

Learn more about compensation

Location

(based on market rates)

Level

Step

Salary calculator

  1. Benchmark (United States - San Francisco, California) $171,000
  2. Level modifier 1
  3. Step modifier 0.95 - 1.04
Salary $162,450 - $177,840plus equity

Benefits

  • Generous, transparent compensation & equityGenerous, transparent compensation & equity
  • Unlimited vacation (with a minimum!)Unlimited vacation (with a minimum!)
  • Two meeting-free days per weekTwo meeting-free days per week
  • Home officeHome office
  • Coworking creditCoworking credit
  • Private health, dental, and vision insurance.Private health, dental, and vision insurance.
  • Training budgetTraining budget
  • Access to our Hedge HouseAccess to our Hedge House
  • Carbon offsettingCarbon offsetting
  • Pension & 401k contributionsPension & 401k contributions
  • We hire and pay locallyWe hire and pay locally
  • Company offsitesCompany offsites

Get more details about all our benefits on the Careers page.

Your team's mission and objectives

Make sure customers have what they need to be successful with PostHog and deliver information in a way which sparks joy.

Improve support processes and consistently hit 90% SLA attainment

  • Owner:
  • Rationale: Improving internal support processes and maintaining 90% SLA attainment will give customers a better support experience.
  • What we'll ship: Prioritization of top Sales/CS customers, maintain consistent treatment of priority and severity of tickets, direct free plan customers towards community, implement systems to prevent escalated tickets from going quiet.
  • We'll know we're successful when: SLAs attainment is consistently above 90%

Improve prompting in Inkeep Max

  • Owner:
  • Rationale: Improved prompting in Inkeep Max will allow Max to more reliably answer a larger number of tickets.
  • What we'll ship: Enhancements to the support Max AI.
  • We'll know we're successful when: A larger percentage of Max's community responses are marked as solution.

Deflect more tickets using Max AI

  • Owner:
  • Rationale: Encouraging customers to use Max AI will decrease the number of support tickets, allowing us to focus time and effort on more complicated tickets.
  • What we'll ship: Improvements to the way Max is used in the support sidebar so that more customers are directed to use Max AI and/or their questions are run through Max AI as a precursor to sending the ticket to support.
  • We'll know we're successful when: The support contact rate is decreasing.

Improve how we search and retrieve information from internal knowledge sources

  • Owner:
  • Rationale: Quicker and more accurate access to internal knowledge will help us respond to tickets faster and more effectively, improving both response time and resolution rates.
  • What we'll ship: Improved search functionality or workflows for accessing internal documentation, GitHub issues/PRs, and past tickets
  • We'll know we're successful when: Support team members can consistently find the information they need without spending time digging through multiple sources. First response time (FRT) should be trending down.

Create SDK example apps which can be used internally by the support team

  • Owner:
  • Rationale: Having SDK example apps available to quickly get up and running will improve support response times and decrease the number of SDK/implementation ticket escalations.
  • What we'll ship: 2-3 example apps available in a public repo with fully-fledged examples of how PostHog can be integrated.
  • We'll know we're successful when: Support team members are able to use these apps to quickly reproduce customer issues and we're escalating fewer SDK/implementation tickets.

Better analytics on tickets

  • Owner:
  • Rationale: A better understanding of where particular themes are coming up in tickets will allow us to understand what changes need to be made and the areas/products they need to be made in.
  • What we'll ship: Analytics and insights on the origins of tickets, what they are about, customer sentiment, etc.
  • We'll know we're successful when: We have a set of actionable insights to improve our customer experience and ticket deflection.

Interview process

We do 2-3 short interviews, then pay you to do some real-life (or close to real-life) work.

  • 1
    Application (You are here)
    Our talent team will review your application

    We're looking to see how your skills and experience align with our needs.

  • 2
    Culture interview
    30-min video call

    Our goal is to explore your motivations to join our team, learn why you’d be a great fit, and answer questions about us.

  • 3
    Technical interview
    45 minutes, varies by role

    You'll meet the hiring team who will evaluate skills needed to be successful in your role. No live coding.

  • 4
    Founder interview
    30 minutes

    You have reached the final boss. It's time to chat with James or Tim.

  • 5
    PostHog SuperDay
    Paid day of work

    You’ll meet a few more members of the team and work on an independent project. It's challenging, but most people say it's fun!

  • 6
    Offer
    Pop the champagne (after you sign)

    If everyone is happy, we’ll make you an offer to join us - YAY!

Apply

(Now for the fun part...)

Just fill out this painless form and we'll get back to you within a few days. Thanks in advance!

Bolded fields are required