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 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.

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