Responsibilities
- Improving the way we do support by building better tooling, automation, reporting, and processes.
- Answering the majority of support tickets across PostHog products, ensuring customers can use the platform without blockers.
- Diagnosing and resolving technical issues directly, escalating only complex ones to relevant engineering teams.
- Working closely with product teams to communicate issues requiring product development and help prioritize based on customer profile.
- Collaborating with the Customer Success team to meet internal support ticket response targets.
Requirements
- Based in Singapore
- SDK experience – specifically JS and NextJS
- Strong customer focus – helping users and removing blockers to using PostHog effectively
- Good at prioritizing and context switching due to high volume of tickets across various product areas
- Engineering background – users are engineers, so support must be technically proficient
- Able to build solutions yourself – responsible for Support and Customer Success tooling improvements
Nice to Have
- Experience providing support for similar products, i.e. analytics, session replay, feature flags, A/B testing, data warehouses, CDP etc.
Benefits
- Transparency: public company handbook, internal sharing of revenue, board meeting notes, fundraising plans
- Autonomy: choose what to work on based on impact and personal motivation
- Shipping fast: small, autonomous teams focused on rapid iteration
- Natively remote with async-first communication (PRs > Issues > Slack)
- Meeting-free Tuesdays and Thursdays to prioritize building time
- Default alive: revenue growing 10% MoM, efficient operations
- Well-funded with ambition to grow faster
Additional Information
- Based in Singapore
- Must be able to work asynchronously due to remote-first culture
- Tuesdays and Thursdays are meeting-free days
