What We’re Building
Honeycomb is the observability platform for teams who manage software that matters. Send any data to our one-of-a-kind data store, solve problems with all the relevant context, and fix issues before your customers find them. Honeycomb is the unified, fast, and collaborative choice for engineering teams who care about customer experience to get the answers they need, quickly. We are passionate about consumer-quality developer tools and excited to build technology that raises our industry’s expectations of what our tools can do for us. We’re working with well-known companies like HelloFresh, Slack, LaunchDarkly, Vanguard, and more across a range of industries. This is an exciting time in our trajectory, as we’ve closed Series D funding, scaled past the 200-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023!
Who We Are
How We Work
We are a remote-first company, which means we believe it is not where you sit, but how you deliver that matters most. We invest in our people and care about how you orient to our culture and processes. At the same time we imbue a lot of trust, autonomy, and accountability from Day 1. #LI-Remote
A little more about the Support Engineering team at Honeycomb
Support Engineering provides technical and account support to Honeycomb’s customers, serving them as trusted partners and advisors. The team is part of the Customer Success department, and works closely with many teams within Honeycomb on a daily basis to provide a cohesive and positive customer experience.
What you'll do in the role:
- 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
What you'll bring to the role:
- 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
- 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
Nice to Have:
What you'll get when you join the Hive:
- 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
- And much more...
Please note we cannot currently sponsor or do visa transfers at this time.
Diversity & Accommodations:
We're building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities and perspectives. You don't need to be a millennial to join us, all gens are welcome! Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email [email protected] to discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work; if we can do better - we want to know!
Top Skills
What We Do
Honeycomb is fast analysis tool that reveals the truth about how users experience your code in complex and unpredictable environments. Within seconds, find patterns and outliers across billions of rows of data to definitively solve problems.
Learn more about us here: https://www.honeycomb.io/about/
Why Work With Us
We believe Honeycomb is a service for the near and present future. Within the industry, we are passionate about consumer-quality developer tools and excited to build a product that raises our industry’s expectations of what our tools can do for us. Inside Honeycomb, we care deeply about our culture, transparency, and inclusion.
