Technical Support Engineer

honeycomb.io

full-time

Posted on: 9/17/2025

Origin: • 🇦🇺 Australia

✨ AI Apply

💰 A$170,000 - A$190,000 per year

Mid-LevelSenior

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 done through persistence and followup. 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.
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.

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 start your day at 5pm PT, and help to offset the current team coverage