Technical Support Engineer (Singapore-based)

We're shipping every product that companies need to run their business from their first day, to the day they IPO, and beyond. The operating system for folks who build software.

We started with open-source product analytics, launched out of Y Combinator's W20 cohort. We've since shipped more than a dozen products, including:

• A built-in data warehouse, so users can query product and customer data together using custom SQL insights.

• A customer data platform, so they can send their data wherever they need with ease.

• Max AI, an AI-powered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries.

Next on the roadmap are CRM, messaging, revenue analytics, and support products. When we say every product that companies need to run their business, we really mean it!

We are:

1. Product-led. More than 100,000 companies have installed PostHog, mostly driven by word-of-mouth. We have intensely strong product-market fit.

2. Default alive. Revenue is growing 10% MoM on average, and we're very efficient. We raise money to push ambition and grow faster, not to keep the lights on.

3. Well-funded. We've raised more than $100m from some of the world's top investors. We're set up for a long, ambitious journey.

We're focused on building an awesome product for end users, hiring exceptional teammates, shipping fast, and being as weird as possible.

• Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook. Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions.

• Autonomy: We don’t tell anyone what to do. Everyone chooses what to work on next based on what's going to have the biggest impact on our customers, and what they find interesting and motivating to work on. Engineers lead product teams and make product decisions. Teams are flexible and easy to change when needed.

• Shipping fast: Why not now? We want to build a lot of products; we can't do that shipping at a normal pace. We've built the company around small teams – autonomous, highly-efficient groups of cracked engineers who can outship much larger companies because they own their products end-to-end.

• Time for building: Nothing gets shipped in a meeting. We're a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meeting-free days, and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had.

• Ambition: We want to solve big problems. We strongly believe that aiming for the best possible upside, and sometimes missing, is better than never trying. We're optimistic about what's possible and our ability to get there.

• Being weird: Weird means redesigning an already world-class website for the 5th time. It means shipping literally every product that relates to customer data. It means building an objectively unnecessary developer toy with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun.

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. 

• 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.

• ❌  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.

• Based in Singapore.

• 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.

• Experience providing support for similar products, i.e. 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!

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