{"id":18,"date":"2025-01-10T15:02:29","date_gmt":"2025-01-10T15:02:29","guid":{"rendered":"https:\/\/tradefinder.help\/?p=18"},"modified":"2025-01-10T15:02:29","modified_gmt":"2025-01-10T15:02:29","slug":"technical-support-engineer","status":"publish","type":"post","link":"https:\/\/tradefinder.help\/?p=18","title":{"rendered":"Technical Support Engineer"},"content":{"rendered":"<div>\n<div class=\"h2\"><strong>About PostHog<\/strong><\/div>\n<p>PostHog helps engineers build better products. We are a single platform to analyze, test, observe, and deploy new features. We give engineers product &amp; web analytics, session replay, feature flags, experiments, a CDP, SQL access, and a data warehouse\u2026 and there\u2019s plenty more to come.<\/p>\n<p>PostHog was created as an open-source project during Y Combinator&#8217;s W20 cohort and had the most successful B2B software launch on HackerNews since 2012 &#8211; with a product that was just 4 weeks old. Since then, more than 70,000 companies have installed the platform. We&#8217;ve had huge success with our paid upgrades, raised $27m from some of the world&#8217;s top <a href=\"https:\/\/posthog.com\/handbook\/strategy\/investors\" rel=\"nofollow noopener\" target=\"_blank\"><u>investors<\/u><\/a>, and have shown strong product-led growth &#8211; 97% driven by word of mouth.\u00a0<\/p>\n<p>We&#8217;re growing quickly but sustainably &#8211; we&#8217;re <a href=\"http:\/\/www.paulgraham.com\/aord.html\" rel=\"nofollow noopener\" target=\"_blank\"><u>default alive<\/u><\/a>, averaging 10% monthly revenue growth, with &gt;$10m ARR. We&#8217;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.<\/p>\n\n<div class=\"h3\"><strong>What we value<\/strong><\/div>\n<ul>\n<li>\n<p>We are <a href=\"https:\/\/posthog.com\/handbook\/company\/values#we-are-open-source\" rel=\"nofollow noopener\" target=\"_blank\"><u>open source<\/u><\/a> &#8211; building a huge community around a free-for-life product is key to PostHog&#8217;s strategy.<\/p>\n<\/li>\n<li>\n<p>We aim to become <em>the<\/em> most transparent company, ever. In order to enable teams to make great decisions, we share as much information as we can. In our <a href=\"https:\/\/posthog.com\/handbook\" rel=\"nofollow noopener\" target=\"_blank\"><u>public handbook<\/u><\/a> <em>everyone<\/em> 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.<\/p>\n<\/li>\n<li>\n<p>Working autonomously and maximizing impact &#8211; we don\u2019t 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.<\/p>\n<\/li>\n<li>\n<p>Solve big problems &#8211; <a href=\"https:\/\/posthog.com\/handbook\/company\/values#we-havent-built-our-defining-feature-yet\" rel=\"nofollow noopener\" target=\"_blank\"><u>we haven&#8217;t built our defining feature yet<\/u><\/a>. We are all about shipping fast, talking to users, and iterating.<\/p>\n<\/li>\n<\/ul>\n<div class=\"h2\"><strong>Who we\u2019re looking for<\/strong><\/div>\n<p>To put it simply, we\u2019re 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.\u00a0<\/p>\n<p>You\u2019ll be the face of PostHog for many of our customers, so you\u2019ll need to be extremely helpful and engaging. This isn\u2019t a support <em>agent <\/em>role &#8211; you\u2019ll be resolving most issues directly yourself, and only escalating the more complex ones directly to the relevant engineering team.\u00a0<\/p>\n\n<div class=\"h2\"><strong>What you\u2019ll be doing<\/strong><\/div>\n<ul>\n<li>\n<p>Improving the way we do support &#8211; we\u2019re growing rapidly so need to make sure we are set up for future success. This means better tooling, automation, reporting, and more.\u00a0<\/p>\n<\/li>\n<li>\n<p>With your knowledge of PostHog, you\u2019ll be answering the majority of tickets yourself across our products, ensuring that customers are able to use the platform without blockers.<\/p>\n<\/li>\n<li>\n<p>You\u2019ll 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.<\/p>\n<\/li>\n<li>\n<p>You\u2019ll be working closely with the rest of the Customer Success team to ensure that we are meeting our internal targets for support ticket response.<\/p>\n<\/li>\n<\/ul>\n<div class=\"h3\"><strong>What you won\u2019t be doing<\/strong><\/div>\n<p>\u274c\u00a0 Acting solely as a first line support agent &#8211; we expect you to be able to diagnose and fix issues themselves, escalating to the appropriate team when development work is needed.<\/p>\n\n<div class=\"h2\"><strong>Requirements<\/strong><\/div>\n<ul>\n<li>\n<p>SDK experience \u2014 specifically JS and NextJS <\/p>\n<\/li>\n<li>\n<p>Strong customer focus &#8211; you need to help our users and remove any blockers to them using PostHog effectively.<\/p>\n<\/li>\n<li>\n<p>Good at prioritizing and context switching &#8211; we have a high volume of tickets across various product areas.<\/p>\n<\/li>\n<li>\n<p>Engineering background &#8211; the majority of our users are engineers and as such need help from someone equally as technical.<\/p>\n<\/li>\n<li>\n<p>Able to build solutions yourself &#8211; we are also responsible for Support and Customer Success tooling so need to take ownership of improvements.<\/p>\n<\/li>\n<\/ul>\n<p><em>Nice to have<\/em><\/p>\n<ul>\n<li>\n<p>Experience providing support for similar products, ie. analytics, session replay, feature flags, A\/B testing, data warehouses, CDP etc.\u00a0<\/p>\n<\/li>\n<\/ul>\n<p><em>If you have a disability, please let us know if there&#8217;s any way we can make the interview process better for you &#8211; we&#8217;re happy to accommodate! <\/em><\/p>\n<p><em>#LI-DNI<\/em><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>About PostHog PostHog helps engineers build better products. We are a single platform to analyze, test, observe, and deploy new features. We give engineers product &amp; web analytics, session replay, feature flags, experiments, a CDP, SQL access, and a data warehouse\u2026 and there\u2019s plenty more to come. PostHog was created as an open-source project during [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-18","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"featured_image_url":[],"post_author":"sonifashionhouse@gmail.com","assigned_categories":"Uncategorized","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts\/18","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=18"}],"version-history":[{"count":0,"href":"https:\/\/tradefinder.help\/index.php?rest_route=\/wp\/v2\/posts\/18\/revisions"}],"wp:attachment":[{"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=18"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=18"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tradefinder.help\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=18"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}