Technical Support Engineer Customer Comms

PostHog helps engineers build better products. We are a single platform to analyze, test, observe, and deploy new features. We give engineers product analytics, session recording, feature flags, A/B testing, event pipelines, SQL access, and a data warehouse… and there’s plenty more to come. PostHog was created as an open-source project during Y Combinator's W20 cohort and had the most successful B2B software launch on HackerNews since 2012 - with a product that was just 4 weeks old. Since then, more than 35,000 companies have installed the platform. We've had huge success with our paid upgrades, raised $27m from some of the world's top

investors

, and have shown strong product-led growth - 97% driven by word of mouth. Despite the

tech market, we're

default alive

and doing better than ever PostHog makes money from our cloud product, or people can self host the open source project. We average 10% monthly revenue growth and are aiming for $10m ARR in early 2024. While others are focused on layoffs and struggling to grow into huge valuations, we're focusing on an awesome product for end users, hiring a handful of exceptional team members and seeing fantastic increases in revenue 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. 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. Please note: we are only considering people in GMT +2:00 to -5:00 timezones for this particular role 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

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.

We believe people from diverse backgrounds, with different identities and experiences, make our product and our company better. That’s why we dedicated a page in our handbook to

diversity and inclusion

. No matter your background, we'd love to hear from you Alignment with our values is just as important as experience

Also, 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 We have a set system for compensation as part of being transparent. Salary varies based on location and level of experience. The benchmark for each role we are hiring for is based on the market rate in San Francisco. Country Region Level

We pay more experienced team members a greater amount since it is reasonable to expect this correlates with an increase in skill Step

We hire into the Established step by default and believe there's a place to have incremental steps to allow for more flexibility. Salary calculator

Benchmark (United States - San Francisco, California)

$171,000 Step modifier

0.95 - 1.04 Generous, transparent compensation & equity Unlimited vacation (with a minimum) Two meeting-free days per week Home office Coworking credit Private health, dental, and vision insurance. Access to our Hedge House Carbon offsetting Pension & 401k contributions We hire and pay locally Company 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. Make sure customers have the information they need to be successful with PostHog and deliver it in a way which sparks joy. Hit our expanded SLAs while keeping CSAT stable (Marcus + Steven)

Rationale:

Reliable support = Good support. What we'll ship:

Grow the team, train other teams. We'll know we're successful when:

80% SLA achievement or above for

all

Normal and High priority tickets. CSAT average does not fall below 4.1 (4.6 at start of Q3). Level up our processes and automations (Steven)

What we'll ship:

Zendesk improvements (domain problem , bounced emails

etc.), MaxAI v2, handbook definitions (incl. definitions of what we don't support), team tracking. We'll know we're successful when:

MaxAI v2 feels worth keeping and incoming tickets aren't getting out of control. Make sure we have successful launches for new products (Joe)

Rationale:

More products = More revenue. We'll know we're successful when:

We're successfully completing all launch plans. Rationale:

There's a lot of things still left to do. We'll know we're successful when:

We're effectively processing deals of all sizes and up/cross-selling users into new features. We'll know we're successful when:

They've found two influencers we can work with successfully. Run another YC S24 campaign, but with less direct work (Joe) 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 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 PostHog SuperDay

Paid day of work

You’ll join a standup, meet the team, and work on a task related to your role, offering a realistic view of what it’s like working at PostHog. 5 Offer

Pop the champagne (after you sign)

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

(Now for the fun part...)

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