Senior Support Engineer

September 17

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Honeycomb.io

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SaaS • Enterprise • Artificial Intelligence

Honeycomb. io is an observability platform designed to provide comprehensive insights into application performance. It unifies logs, metrics, and traces into a single data type, allowing engineers to quickly diagnose and resolve issues. Honeycomb. io offers features like distributed tracing, anomaly detection, and service maps to help teams enhance system visibility and operational efficiency. It integrates with popular cloud services like Amazon Web Services and Kubernetes, and supports technologies such as OpenTelemetry. Honeycomb. io aims to enable engineering teams to deploy confidently, reduce incident response times, and improve overall productivity.

51 - 200 employees

Founded 2016

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

📋 Description

• Provide thoughtful, expert technical guidance to Honeycomb’s users via support channels, adhering to SLAs • Act as trusted advisors to customers and help maintain and expand Honeycomb Support’s reputation • Operate with high autonomy; drive work to done through persistence and followup in a new region for Honeycomb Support • 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 Product and Engineering • Participate in rotations for emergency on-call support, coordinating with and escalating to Engineering teams • Continuously keep up to date with Honeycomb technologies, product offerings, and emerging use cases

🎯 Requirements

• System operations and/or software development experience • Fluency with one or more programming languages: Ruby, Python, Go, JavaScript, Java, or .NET • Clear, proactive, empathetic interactions with customers and coworkers • 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 9-5 pm BST and help to offset current team coverage • Participation in rotations for emergency on-call support (ability to be on-call and escalate to Engineering) • Please note we cannot currently sponsor or support visa transfers at this time (work authorization requirement) • Nice to have: • Experience with instrumentation and distributed tracing tools such as OpenTelemetry • An understanding of modern observability practices and/or other observability solutions • Familiarity with cloud networking and administration, including Kubernetes, Terraform, AWS Lambda • Comfortable using support ticket platforms such as Freshdesk, Zendesk, or similar

🏖️ Benefits

• 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 • Home office, co-working, and internet stipend • Full benefits coverage for employees, with additional coverage available for dependents • Up to 16 weeks of paid parental leave, regardless of path to parenthood • Annual development allowance • And much more...