honeycomb.io

Senior Technical Support Engineer

honeycomb.io

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $120,000 - $145,000 per year

Job Level

Senior

Tech Stack

AWSCloudGoJavaJavaScriptKubernetes.NETPythonRubyTerraform

About the role

  • Provide thoughtful, expert technical guidance to Honeycomb’s users via our support channels, adhering to our SLAs and helping Honeycomb Support maintain and expand its best-in-class reputation.
  • Operate with high autonomy; drive work to completion through persistence and follow-up. This role will be located in a new region for Honeycomb Support, and success requires being proactive, resourceful, and effective without constant peer or manager overlap.
  • Be unabashedly cross-functional, working within Honeycomb to drive resolution and awareness of customer issues.
  • Routinely author and update knowledge base articles, internal documentation, and other support content. Act as a resource for junior team members on more complex technical cases as needed. File issues and feature requests on behalf of customers, providing key context and flagging trends for our partners in Product and Engineering.
  • Participate in rotations for emergency on-call support, coordinating with and escalating to our Engineering teams.
  • Continuously keep up to date with Honeycomb technologies, product offerings, and emerging use cases.

Requirements

  • System operations and/or software development experience, including fluency with one or more of these programming languages: Ruby, Python, Go, JavaScript, Java, or .NET
  • Clear, proactive, empathetic interactions with customers and coworkers alike
  • A consistent drive to learn, collaborate, and move initiatives along in a remote work environment
  • Previous experience supporting a SaaS (software as a service) product with highly technical users
  • Facility with AI tools such as ChatGPT, Claude, MCPs, etc. and their role in support processes and the customer experience
  • A strong desire to interact with customers during day-to-day work, listen to their needs, and remove blockers to their success
  • Available to work EST business hours (weekdays, 9am - 5pm) on a long term basis
  • Please note we cannot currently sponsor or support visa transfers at this time. Additionally, in compliance with applicable law, all persons hired will be required to verify identity and eligibility to work.
  • Nice to Have: Experience with instrumentation and distributed tracing tools such as OpenTelemetry
  • Nice to Have: An understanding of modern observability practices and/or other observability solutions
  • Nice to Have: Familiarity with using and troubleshooting any of the following technologies or similar: Cloud networking and administration, including Kubernetes, Terraform, AWS Lambda
  • Nice to Have: Comfortable using support ticket platforms such as Freshdesk, Zendesk, or similar
  • Nice to Have: Previous success with, and a developed practice for, working remotely