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PostHog

PostHog

Customer Service
Remote
Posted on Saturday, January 27, 2024

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 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.

  • 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 an 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.

We’re open to a wide range of backgrounds here - you may already have support engineer experience, but we’re equally excited to talk to engineers who are looking for their first professional 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.

  • Previous support engineer experience


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!

Salary

We have a set system for compensation as part of being transparent. Salary varies based on location and level of experience.

Location (based on market rates)

The benchmark for each role we are hiring for is based on the market rate in San Francisco.

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

  1. Benchmark (San Francisco) $171,000
  2. Location factor 1
  3. Level modifier 1
  4. Step modifier 0.95 - 1.04
Base 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

Your team's mission and objectives

  • Objective: Grow and retain our $20k ARR customer base
  • Goals
    • Through adding new or growing existing:
      • Add 6 large customers ($5k+/mo) - Simon
      • Add 27 medium customers ($1,667+/mo) - Cameron
    • Hit monthly logo retention targets for customers who have paid 2+ invoices:
      • Large customer ($5k+/mo) - 100% - Simon
      • Medium customer ($1,667+/mo) - 95% - Mine
    • Maintain a great support experience for users:
      • Make sure we have a clear framework and process for how we handle all types of support enquiries in Zendesk - Simon
      • All high-priority customer tickets get a response and team assignment within 1 business day - Marcus
      • All medium-priority customer tickets get a response and team assignment within 3 business days - Marcus
      • We have a dashboard to regularly review the above in Friday syncs - Marcus
    • Improve engagement with existing customers:
      • 40% of high-value signups respond to inside sales outreach - Cameron
      • We get structured feedback from 5 >$20k ARR customers who pay monthly where we have never had a conversation with them - Mine
    • Create new demo videos - overall and per-product - Simon
      • Create library of advanced ‘tips’ videos to be used in onboarding / in-app (short clips using Loom) - Cameron
    • Come up with an events plan and start attending them if a relevant one pops up in Q1 - Simon
    • Anti goal: building more process. We want to spend more time talking to customers, as we focused on building good processes in Q4.

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 to see how your skills and experience align with our needs.

  • 2
    Culture interview30-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 interview45 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 SuperDayPaid 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
    OfferPop 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...)

Just fill out this painless form and we'll get back to you within a few days. Thanks in advance!

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