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.
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 handbookeveryone 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.
Solve big problems – we haven’t built our defining feature yet. We are all about shipping fast, talking to users, and iterating.
Who we’re looking for
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
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.
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
Salary
We have a set system for compensation as part of being transparent. Salary varies based on location and level of experience.
Learn more about compensation
Salary calculator Example:
Benchmark (United States – San Francisco, California)$171,000
Level modifier1
Step modifier0.95 – 1.04
Salary $162,450 – $177,840plus equity
Benefits
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.
Training budget
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.
Improve efficiency and consistency of how we use Zendesk (Ben)
Rationale: Less confusing Zendesk = more consistency across support and more efficient support.
What we’ll ship: Improvements to, simplification of, and clarity around Zendesk procedures and implementation. This will include reviewing the way that we use views, statuses, ticket fields, tags, macros, triggers, and automations. The goal is to streamline our workflow and make it clearer what the support team should be looking at and what engineers should be looking at. The implementation in Zendesk at the moment is a bit cumbersome, leading to some confusion about what support heroes should be looking at, alert fatigue, and occasionally tickets getting lost. This goal will include both changes in Zendesk and handbook updates.
We’ll know we’re successful when: The first resolution time and full resolution time metrics are going down. SLA achievement should also be improved.
Streamline support workflow by implementing features in ZenHog (Haynes)
Rationale: Improved support tooling = support can ship things faster.
What we’ll ship: Integration with GitHub issue creation, links to user’s org’s Vitally and Stripe, and information / solution from related tickets.
We’ll know we’re successful when: The support team is actively using these tools and feeling less encumbered.
Optimize Max AI in the sidebar (Steven)
Rationale: Better Max = more case deflection = more time for support to spend on more complex tickets.
What we’ll ship: Optimized Max (details coming soon to a GitHub issue near you).
We’ll know we’re successful when: Max is regularly deflecting a good number of tickets and that number is increasing with optimizations.
Everyone in support is an SME (Abigail)
Rationale: SMEs = less escalations to engineering = we ship more things.
What we’ll ship: Framework and resources for developing SMEs in selected product areas. Implement these and train the current team as SMEs.
We’ll know we’re successful when: The percentage of escalated tickets is decreasing in areas that we have trained SMEs.
Interview process
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
We’re looking 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 – Founder interview
30 minutes
You have reached the final boss. It’s time to chat with James or Tim.
5 – PostHog SuperDay
Paid day of work
You’ll meet a few more members of the team and work on an independent project. It’s challenging, but most people say it’s fun!
6 – Offer
Pop the champagne (after you sign)
If everyone is happy, we’ll make you an offer to join us – YAY!