Technical Support Engineer

PostHog is hiring a Technical Support Engineer to help customers across all of its products, both in the app and in shared Slack channels with larger customers. This is a remote role for an engineer who happens to do support — someone who can't leave a problem alone until it's solved and who cares how a customer feels when the conversation ends, not just whether the ticket closed. PostHog says it cares more about your ability to pick up new things fast and handle problems nobody has seen before than about your previous job title, and people on the team came to support from various backgrounds.

What you will do

• Help customers across all of PostHog's products, in the app and in shared Slack channels with bigger customers
• Own your tickets from beginning to end and keep customers updated along the way
• Ship fixes to the PostHog codebase and docs when you find something broken or unclear
• Become the support expert for a product area: own its queue, work closely with the engineering team behind it, and spot the patterns that turn into fixes
• Improve how support works, including the tooling and workflows built on PostHog itself
• Pass customer pain points and feature requests to engineering teams with enough context for them to prioritize

What you won't be doing

• Routing tickets, or forwarding hard questions to engineering because they look hard
• Saying "that's not my job" — if you can't solve something, you find who can and make the connection
• Pasting AI answers back to customers. PostHog uses AI every day, but it expects you to test things yourself and write a reply better than the one the AI would write

What they are looking for

• Experience in at least two programming languages, whether from a previous role, side projects, or something else
• Experience debugging unfamiliar code or systems, and checking your fix works
• Clear, concise writing that explains a complex fix without burying the customer in options
• Thorough investigations that don't slow down your reply to the customer
• Good at prioritizing and context switching across a busy queue that spans many products

Nice to have: experience supporting similar products such as analytics, session replay, feature flags, experiments, or LLM observability, and a background in support, teaching, product, or another role where you explain technical things to people.

How the team works

You'll be the face of PostHog for many customers. Most of them are engineers, so they want help from someone who understands the technical detail and writes back like a person. Support runs across EU and US time zones, and PostHog is hiring in both. The company works in public by default, so you'll ask for help, share what you learn, and discuss problems in team channels rather than DMs.

PostHog is a natively remote company that defaults to async communication — PRs over issues over Slack. Tuesdays and Thursdays are meeting-free days, and the company prioritizes heads-down building time. Teams are small, autonomous, and own their products end-to-end; engineers lead product teams and make product decisions.

About PostHog

PostHog describes itself as a product's context layer: it ingests and stores analytics, errors, replays, and business data so users and their agents can query and act on it. It launched out of Y Combinator's W20 cohort and has shipped more than a dozen products, including product analytics, replay vision, AI observability, error tracking, PostHog MCP, and a data warehouse for querying product and customer data together with custom SQL insights. More than 500K organizations have installed PostHog, mostly through word of mouth. The company has raised more than $180m and says revenue is growing quickly.

PostHog publishes its roadmap, pay practices, strategy, and ways of working in a public company handbook, and shares revenue, board meeting notes and slides, and fundraising plans internally. If you have a disability, the company asks that you let it know if there's any way to make the interview process better for you.