Senior Technical Support Engineer @ Honeycomb.io
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What We’re Building
Honeycomb is a service for the near and present future, defining observability and raising expectations of what developer tools can do! We work with companies like HelloFresh, Slack, LaunchDarkly, and Vanguard across diverse industries. Recently, we closed Series D funding, scaled past 200 employees, and were named to Forbes’ America’s Best Startups of 2022 and 2023.
Learn more from our blog posts and press releases.
Who We Are
We come for the impact and stay for the culture. Our team is talented, inclusive, and passionate. We value autonomy, accountability, and collaboration.
How We Work
We are a remote-first company that values delivery over location. We invest in our people with trust, autonomy, and structured processes.
Little More About The Team
The Support Engineering team is central to Honeycomb’s customer experience. They provide expert technical support, function as trusted advisors, and ensure follow-the-sun coverage in new regions.
What You’ll Do In The Role
- Provide expert technical guidance to Honeycomb users via support channels.
- Operate autonomously and drive tasks to completion.
- Collaborate cross-functionally to resolve customer issues.
- Create and update knowledge base articles and support content.
- Mentor junior team members on complex technical cases.
- File issues and feature requests with Product and Engineering.
- Participate in on-call support rotations and escalate as needed.
- Keep up to date with Honeycomb technologies and product offerings.
What You’ll Bring To The Role
- Experience in system operations and/or software development.
- Fluency in one or more programming languages: Ruby, Python, Go, JavaScript, Java, or .NET.
- Ability to communicate proactively and empathetically with customers and coworkers.
- Experience supporting SaaS products with technical users.
- Familiarity with AI tools like ChatGPT and Claude for support processes.
- A passion for customer interaction and problem solving.
- Willingness to start work at 5pm PT to augment team coverage.
Nice To Have
- Experience with instrumentation and distributed tracing (OpenTelemetry).
- Understanding of modern observability practices.
- Familiarity with cloud networking, Kubernetes, Terraform, AWS Lambda.
- Comfortable with support ticket platforms like Freshdesk or Zendesk.
- Prior success with remote work environments.
Compensation & Benefits
OTE between $270,000 and $310,000 AUD; Base salary between $215,000 and $245,000 AUD. You will receive generous equity, unlimited PTO, remote work stipend, full benefits, and much more, including a strong focus on career development and inclusivity.
Diversity & Accommodations
We are committed to a diverse, inclusive, and equitable workplace. Reasonable accommodations are available upon request to ensure an inclusive hiring process.
Privacy Notice
Your information will be retained in compliance with local laws and may be used to consider you for future roles. For privacy concerns, contact privacy@honeycomb.io.
Key skills/competency
- Observability
- Technical Support
- Remote Work
- Software Development
- Customer Service
- SaaS
- Cross-functional
- Documentation
- AI Tools
- Distributed Tracing
How to Get Hired at Honeycomb.io
🎯 Tips for Getting Hired
- Research honeycomb.io's culture: Study their mission, values, and recent news.
- Customize your resume: Highlight relevant support and SaaS experience.
- Prepare technical examples: Demonstrate problem-solving with modern tools.
- Practice customer scenarios: Emphasize empathy and clear communication.
- Showcase remote work skills: Provide examples of autonomous work.