posthog - Technical Support Engineer
Requirements
• We're looking for a Technical Support Engineer who loves helping customers and can't leave a problem alone until it's solved. • You're an engineer who happens to do support. You pick up new things fast and you're comfortable with a problem nobody has seen before. That matters more to us than your previous job title, and people on our team came to support from various backgrounds. • You care about how a customer feels when they leave the conversation, not only whether the ticket closed. You take feedback well, say when you don't know something yet, and learn from anyone on the team. • Experience in at least two programming languages, whether from a previous role, side projects, or something else • Experience debugging unfamiliar code or systems, and checking your fix works • Clear, concise writing that explains a complex fix without burying the customer in options • Thorough investigations that don't slow down your reply to the customer • Good at prioritizing and context switching across a busy queue that spans many products • Experience supporting similar products, e.g. analytics, session replay, feature flags, experiments, or LLM observability • A background in support, teaching, product, or another role where you explain technical things to people • 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!
Responsibilities
• Helping customers across all of PostHog's products, in the app and in shared Slack channels with our bigger customers • Owning your tickets from beginning to end, and keeping customers updated along the way • Shipping fixes to the PostHog codebase and docs when you find something broken or unclear • Becoming the support expert for a product area: owning its queue, working closely with the engineering team behind it, and spotting the patterns that turn into fixes • Improving how we do support, including the tooling and workflows we build on PostHog itself • Passing customer pain points and feature requests to engineering teams with enough context for them to prioritize • WHAT YOU WON’T BE DOING • ❌ You won't be routing tickets, or forwarding hard questions to engineering because they look hard. • ❌ You won't say "that's not my job". If you can't solve something, you find who can and make the connection. • ❌ You also won't be pasting AI answers back to customers. We use AI every day, but we expect you to test things out for yourself and write a reply to the customer that's better than the one it would write. Here's more on how we think about that https://www.linkedin.com/pulse/stop-adding-ai-between-you-your-customers-posthog-gkxle/. • You'll be the face of PostHog for many of our customers. Most of them are engineers, so they want help from someone who understands the technical detail and writes back like a person. • We want support to be part of why people choose PostHog. • We provide support across EU and US time zones, and we're hiring in both. We work in public by default, so you'll ask for help, share what you learn, and discuss problems in team channels rather than DMs. • Read more about how the support team works https://posthog.com/handbook/support/support-team and our company values https://posthog.com/handbook/values.
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