Technical Support Engineer

Summary

Join Honeycomb's Support Engineering team as a remote-first employee and provide technical and account support to our customers. You will troubleshoot observability setups, offer best practice recommendations, and collaborate with internal teams. Responsibilities include authoring knowledge base articles, managing support tickets, and participating in on-call rotations. The ideal candidate possesses strong communication skills, SaaS support experience, and familiarity with programming languages like Python or Ruby. Honeycomb offers competitive compensation, including a base pay range of $110,000-125,000 plus a 10% bonus, unlimited PTO, paid parental leave, and a remote-first work environment. We are committed to building a diverse and inclusive workplace.

Requirements

• Clear, and empathic communication style with customers and coworkers alike
• A strong desire to collaborate with Honeycomb’s customers to remove blockers to their success, and a proactive drive to grow your expertise to match our customers’ needs
• Availability to work Pacific business hours (weekdays, 9am - 5pm PDT/PST) and to participate in an on-call rotation
• System operations and/or software development experience, including facility with one or more of these programming languages: Ruby, Python, Go, JavaScript, Java, or .NET
• Previous experience supporting a SaaS (software as a service) product with highly technical users

Responsibilities

• Provide thoughtful, knowledgeable guidance to Honeycomb’s users via our support channels, adhering to our SLAs and helping Honeycomb maintain and expand its reputation for a great customer experience
• Partner with customers to troubleshoot their Honeycomb observability setup, identify issues, and provide best practice recommendations
• Work cross-functionally and build relationships with Honeycomb coworkers to drive resolution
• Author and update knowledge base articles, internal documentation, and other support content
• File issues and feature requests on behalf of customers, providing key context and flagging trends
• Participate in Support Engineering’s on-call rotation, coordinating with and escalating to our Engineering teams
• Continuously keep up to date with Honeycomb technologies and product offerings, working toward becoming a subject matter expert

Preferred Qualifications

• Experience with instrumentation and distributed tracing tools such as OpenTelemetry, and/or an understanding of modern observability practices and/or other observability solutions
• Familiarity with using and troubleshooting any of the following technologies or similar: Cloud networking and administration, including Kubernetes; Terraform; AWS Lambda
• Comfortable using support ticket platforms such as Freshdesk, Zendesk, or similar

Benefits

• Base pay range of $110,000- 125,000 + 10% bonus
• A stake in our success - generous equity with employee-friendly stock program
• It’s not about how strong of a negotiator you are - our pay is based on transparent levels relative to experience
• Time to recharge - Unlimited PTO and paid sabbatical
• A remote-first mindset and culture (really!)
• Home office, co-working, and internet stipend
• 100% employee/75% for dependents coverage for all benefits
• Up to 16 weeks of paid parental leave, regardless of path to parenthood
• Annual development allowance