Support Engineer

• 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.

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