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.

Job Summary

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

• Based in Singapore
• 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.