Technical Support Engineer, PostHog

• To put it simply, we’re looking for an 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
• We’re open to a wide range of backgrounds here - you may already have support engineer experience, but we’re equally excited to talk to engineers who are looking for their first professional role
• 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

Desirable

• 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
• 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
• Manager: Simon Fisher

• Culture Screen - Coua
• Technical Screen - Simon
• Small Team Screen - James
• Small Team Screen - Tim
• SuperDay - Cameron, Charles, Simon, Tim & James H