Technical Support Engineer

1 Month ago • All levels • Software Development & Engineering • $179,550 PA - $196,560 PA

Job Summary

Job Description

PostHog is seeking a Support Engineer to assist customers in using their product suite, which includes analytics, session replay, feature flags, and more. The role involves resolving customer issues, improving support tooling, and collaborating with product teams. The ideal candidate will have strong customer focus, technical skills, and the ability to work autonomously. Responsibilities include answering tickets, building support tools, and escalating complex issues to engineering teams. This is a remote position based in Singapore.
Must have:
  • Based in Singapore
  • SDK experience (JS, NextJS)
  • Strong customer focus
  • Good at prioritizing
  • Engineering background
  • Able to build solutions
Good to have:
  • Experience supporting similar products (analytics, session replay, feature flags, A/B testing, data warehouses, CDP)
Perks:
  • 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

Job Details

Team Support

Technical Support Engineer (Singapore-based)

  • Department

    Support Engineering

  • Location

    Remote (Singapore)

  • Timezone(s)

    GMT+8

About PostHog

We’re equipping every developer to build successful products by giving them a suite of products to analyze, test, observe, and deploy new features. We currently offer product and web analytics, session replay, feature flags, experiments, a CDP, SQL access, a data warehouse, and LLM observability… and there’s plenty more to come.

PostHog was created as an open-source project during Y Combinator's W20 cohort. We had the most successful B2B software launch on HackerNews since 2012 with a product that was just 4 weeks old. Since then, more than 100,000 companies have installed the platform. We've had huge success with our paid upgrades, raised bags of money from some of the world's top investors, and have extremely strong product-led growth – 97% driven by word of mouth. 

We're growing quickly, but sustainably. We're also default alive, averaging 10% monthly revenue growth and with more than $20m ARR. We'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.

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 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. 

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

  • 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.

Nice to have

  • Experience providing support for similar products, ie. 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!

#LI-DNI

Salary

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

Learn more about compensation

Location

(based on market rates)

Level

Step

Salary calculator

  1. Benchmark (United States - San Francisco, California) $189,000
  2. Level modifier 1
  3. Step modifier 0.95 - 1.04
Salary $179,550 - $196,560plus equity

Benefits

  • Generous, transparent compensation & equityGenerous, transparent compensation & equity
  • Unlimited vacation (with a minimum!)Unlimited vacation (with a minimum!)
  • Two meeting-free days per weekTwo meeting-free days per week
  • Home officeHome office
  • Coworking creditCoworking credit
  • Private health, dental, and vision insurance.Private health, dental, and vision insurance.
  • Training budgetTraining budget
  • Access to our Hedge HouseAccess to our Hedge House
  • Carbon offsettingCarbon offsetting
  • Pension & 401k contributionsPension & 401k contributions
  • We hire and pay locallyWe hire and pay locally
  • Company offsitesCompany offsites

Get more details about all our benefits on the Careers page.

Your team's mission and objectives

Make sure customers have what they need to be successful with PostHog and deliver information in a way which sparks joy.

  • Owner:
    ,
  • Rationale: Providing customers with a tool to check common implementation issues / mistakes = fewer tickets related to these
  • What we'll ship: A tool available to customers in the side panel to help diagnose SDK implementation issues
  • We'll know we're successful when: SDK doctor exists in the side panel, reliably detecting at least 3 common issues, and the tool is accessible to some customers.

Improve support experience with Max AI

  • Owner:
    ,
  • Rationale: Encouraging customers to use Max AI will decrease the number of support tickets, allowing us to focus time and effort on more complicated tickets.
  • What we'll ship: Improvements to the way Max is used in the support sidebar so that more customers are directed to use Max AI and/or their questions are run through Max AI as a precursor to sending the ticket to support.
  • We'll know we're successful when: The support contact rate is decreasing.
  • Stretch goal: Allow customers to submit support requests via Max AI and get Max to help formulate a more useful support request for us (i.e. with chat history with Max etc).

Integrate error tracking information back into the app

  • Owner:
    ,
  • Rationale: Providing more information about error tracking, including GitHub issue if it exists etc, should reduce the need for customers to create tickets when they encounter an error in-app.
  • What we'll ship: Integrate our error tracking and information into error handling in-app
  • We'll know we're successful when: We receive fewer tickets with just the error pasted or saying 'I encountered this error'.

Create a strategy for Community and GitHub support

  • Owner:
  • Rationale: More community engagement = more happy customers = good word of mouth
  • What we'll ship: A strategy for getting more involved in community and GitHub issues raised by customers
  • We'll know we're successful when: The support team are starting to respond more on community tickets and we have a strategy for dealing with customer-raised GitHub issues.

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

    We're looking to see how your skills and experience align with our needs.

  • 2
    Culture interview
    30-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 interview
    45 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
    Founder interview
    30 minutes

    You have reached the final boss. It's time to chat with James or Tim.

  • 5
    PostHog SuperDay
    Paid day of work

    You’ll meet a few more members of the team and work on an independent project. It's challenging, but most people say it's fun!

  • 6
    Offer
    Pop the champagne (after you sign)

    If everyone is 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!

Bolded fields are required

Similar Jobs

Reltio - Senior Marketing Analytics Manager

Reltio

North Carolina, United States (On-Site)
4 Weeks ago
Pluralsight - Enterprise Account Executive

Pluralsight

Singapore (Hybrid)
1 Year ago
Saviynt - Director, Professional Services - IAM/IGA Practice

Saviynt

Chicago, Illinois, United States (On-Site)
1 Month ago
Zuora - Software Engineer III

Zuora

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Glean - Sales Development Manager

Glean

Palo Alto, California, United States (On-Site)
3 Months ago
Assystems - Safety Engineer

Assystems

Chusclan, Occitanie, France (On-Site)
1 Month ago
Rockstar Games - Software Engineer (GO)

Rockstar Games

Leeds, England, United Kingdom (On-Site)
3 Months ago
Glocomms - Design Engineer

Glocomms

San Francisco, California, United States (On-Site)
2 Months ago
Apple - Spatial Text Input Software Engineer

Apple

Sunnyvale, California, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Illumina - Director, General Manager - Latin America

Illumina

State Of São Paulo, Brazil (Remote)
3 Months ago
Wrike - Business Development Representative (Inside Sales)

Wrike

United States (Remote)
2 Weeks ago
Diligent Corporation - Senior Director, Product Marketing, Governance

Diligent Corporation

New York, New York, United States (On-Site)
3 Months ago
Moloco - New Business Director - Streaming

Moloco

Los Angeles, California, United States (On-Site)
3 Months ago
Unity - Senior Product Sales

Unity

Tokyo, Japan (On-Site)
2 Months ago
Visa - Director, Supply Chain

Visa

Atlanta, Georgia, United States (Hybrid)
2 Months ago
binance - Business Development (Dual Currency & BTC)

binance

Taipei City, Taiwan (Remote)
1 Month ago
Cognite - Senior Implementation Project Manager

Cognite

Austin, Texas, United States (Hybrid)
3 Months ago
Nice - Director, Partner Acceleration Executive

Nice

United States (Remote)
1 Month ago
Razer - Global Email Marketing Specialist

Razer

Singapore (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Singapore

HoYoverse - Quest Designer

HoYoverse

Singapore, Singapore (On-Site)
3 Months ago
Illumina - Sr Supplier Quality Engineer

Illumina

Singapore, Singapore (On-Site)
3 Months ago
Rolls-Royce - Services Technology Engineer

Rolls-Royce

Singapore, Singapore (On-Site)
2 Months ago
Axi - Senior Software Architect

Axi

Singapore (On-Site)
1 Month ago
bytedance - Algorithm Engineer - Audio Understanding - Start 2025

bytedance

Singapore (On-Site)
9 Months ago
bytedance - Research Engineer (Machine Learning Training System) - 2025 Start

bytedance

Singapore (On-Site)
9 Months ago
Reddit - Content Strategist

Reddit

Singapore (On-Site)
1 Month ago
Jane Street - Production Engineer

Jane Street

Singapore (On-Site)
2 Months ago
bytedance - Site Reliability Engineer - Network Automation - 2025 start

bytedance

Singapore (On-Site)
7 Months ago
Sandbox VR - Brand Ambassador

Sandbox VR

Singapore (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Marvell - Principal Design Engineer

Marvell

Santa Clara, California, United States (On-Site)
1 Year ago
AeroSpike - Professional Services Engineer, APAC

AeroSpike

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Captions - Member of Technical Staff, GPU Optimization

Captions

New York, United States (On-Site)
1 Month ago
NXP - Mass Market Sales Engineer – Automotive

NXP

Shenzhen, Guangdong Province, China (On-Site)
1 Year ago
Clearwater Analytics - Sr. Software Development Engineer

Clearwater Analytics

Chicago, Illinois, United States (On-Site)
2 Weeks ago
Shield AI - Electrical Engineer II

Shield AI

Dallas, Texas, United States (On-Site)
2 Weeks ago
Next Level Business Services - SAP WM (Full Time)

Next Level Business Services

Naples, Florida, United States (On-Site)
9 Months ago
Shield AI - Senior Component Engineer, Electrical Engineering

Shield AI

Dallas, Texas, United States (On-Site)
2 Weeks ago
Synechron - Senior Tech Support Engineer

Synechron

Singapore (On-Site)
2 Months ago
Everlaw - Director of Engineering, Platform Engineering

Everlaw

Oakland, California, United States (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

About The Company

San Francisco, California, United States (On-Site)

United States (Remote)

San Francisco, California, United States (Hybrid)

United Kingdom (Remote)

San Francisco, California, United States (Remote)

San Francisco, California, United States (Remote)

Singapore (Remote)

San Francisco, California, United States (Remote)

View All Jobs

Get notified when new jobs are added by PostHog

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug