Technical Support Engineer

Summary

Join PostHog as a Support Engineer and become the face of the company for many customers. You will be responsible for improving support processes, answering tickets, working with product teams to address issues, and collaborating with the Customer Success team. This role requires strong customer focus, technical skills (including SDK experience with JS and NextJS), prioritization abilities, and an engineering background. You will be directly resolving most issues, escalating only complex ones to the engineering team. PostHog offers a fast-paced, impactful environment where you'll contribute to a rapidly growing company.

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

Responsibilities

• Improve 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

Preferred Qualifications

Experience providing support for similar products, ie. analytics, session replay, feature flags, A/B testing, data warehouses, CDP etc