> AI agents: this is one page from PostHog's docs. Full index of Markdown docs for LLMs: https://posthog.com/llms.txt # Technical Support Engineer Hiring - Handbook Canonical URL: https://posthog.com/handbook/people/hiring-process/support-hiring ## Technical Support Engineer hiring at PostHog Our [Support team](https://posthog.com/teams/support.md) helps customers across all of PostHog's products. We work in the app and in shared Slack channels with our larger customers. Most of our customers are engineers, so the person who helps them must be technical too. A Technical Support Engineer (TSE) owns their tickets from start to finish. A TSE also ships fixes to the PostHog code and docs, becomes the support expert for a product area, and helps improve our support tooling and workflows. Please check our [careers page](https://posthog.com/careers.md) for our open roles, and read more about [how the Support team works](https://posthog.com/handbook/support/support-team.md). ### What we are looking for in Technical Support Engineer hires Outside of the skills listed in the job description, we are generally looking for: - Engineering ability - you are an engineer who does support. You can work across code, SQL, APIs, and systems. - Strong debugging skills - you can investigate a problem you have never seen before, in a careful way, and check that your fix works. - Fast learning - you pick up new tools and products quickly, and you are comfortable when nobody knows the answer yet. - Care for the customer - you care about how a customer feels when the conversation ends, not only that the ticket is closed. - Clear writing - you explain a complex fix in plain words and do not bury the customer in options. - Good judgment - you know when to keep digging and when to ask for help. You prioritize well across a busy queue. - A genuine wish to do support - you want this type of work, and you want to make it better. - Humility – you take feedback well, say when you don’t know something yet, and learn from anyone on the team. ### How we evaluate candidates We care more about attitude and aptitude than your previous job title. The hardest thing to teach is the “I can figure this out” mindset. We want people who are curious, unafraid of technology they haven’t seen before, and are quick to pick it up. You don’t need to know every language. We look for a technical background that transfers, whether that’s from a development role, side projects, a bootcamp, or somewhere else, and for someone who can explain what they find clearly. People on our team came to support from a range of backgrounds. We also think every support ticket means something failed somewhere. The app wasn’t clear, the docs were missing something, or there was a bug. So we look for people who want to fix the cause as well as answer the ticket. ### Technical Support Engineer hiring process #### Culture interview This is our usual first-round interview with a member of the Talent team. #### Technical interview The technical interview with [![](https://res.cloudinary.com/dmukukwp6/image/upload/v1724774726/thumbnail_Abigail_607ecbe510.png)Abigail Richardson![](https://res.cloudinary.com/dmukukwp6/image/upload/v1724774726/thumbnail_Abigail_607ecbe510.png)Abigail Richardson](https://posthog.com/community/profiles/31138.md) (team lead) usually lasts 45 minutes. There is no live coding. Most of it is hands-on: we share a few realistic support scenarios and you talk us through how you’d handle them. Just think out loud. You don’t need to know PostHog well for this stage, but it helps to have tried it. Add it to a side project or a test app before the call. #### Culture and motivation interview In this 30-minute interview, you will meet one of our execs. They will try to answer: "Are they a good cultural fit for PostHog?". #### Technical Support Engineer SuperDay The final stage of our interview process is what we call a PostHog [SuperDay](https://posthog.com/handbook/people/hiring-process.md#4-posthog-superday). This is a paid full day of work (1,000 USD), which we can flexibly arrange around your schedule. If you've been invited to a PostHog [SuperDay](https://posthog.com/handbook/people/hiring-process.md#4-posthog-superday), here's what to expect and how to set yourself up for success. ##### What the SuperDay looks like You get the challenge at the start of your day and send your work at the end. It’s a mix of what a TSE does here: support tickets, technical work, and some bigger questions about how we run support and where it goes next. There’s more than anyone could finish in a day, on purpose. Choose what’s most valuable to work on and take each thing as far as you can. The brief won’t tell you everything, so you’ll need to ask questions. You won’t be penalized for asking. During the day, you will also have: - A kick-off session (30 min) - a call to go over the challenge for the day. - A peer team interview (30 min) - a chat with members of the team. You can ask them as many questions as you want. You’ll have a Slack channel with the team. Use it like a normal team channel for questions, progress, and blockers. Please don’t send direct messages. ##### How to prepare for the day - Dig into the product. Create some test data and try the main products, such as product analytics, session replay, feature flags, and experiments. - Try setting up a [local development environment](https://posthog.com/handbook/engineering/developing-locally.md) before the day, so you don’t lose time on it during the challenge. - Make sure you’re comfortable forking a repo and opening a pull request on GitHub. - Read the [Support section of the handbook](https://posthog.com/handbook/support/support-team.md) and our [docs](https://posthog.com/docs.md). ##### During the day - Don’t go quiet, and communicate early. Share your progress and blockers in the channel, and ask questions when something is not clear. - Treat it like a normal working day. Take lunch and stop at a normal time, after 8–10 hours at most. Working late won’t help, because we want to see what a normal day looks like. - Prioritize as you would if you were already on the team. We won’t tell you what to focus on, because that choice is part of the day. - Write things down. We can only assess what we can see, so note your assumptions and what you’d do with more time. - Open at least one pull request, even if it’s a docs fix. > In line with our [values](https://posthog.com/handbook/values.md) and [culture](https://posthog.com/handbook/company/culture.md), you might get short replies like "step on toes" or "bias for action". ##### A note on AI tools You can use AI tools during the day. We know this is how many TSEs work. But we want to see real, human communication. We also want to see how well you use AI, and where you choose not to. ##### What comes next After the SuperDay, everyone involved will leave their feedback. We aim to give you a decision within a few days at most.