Honeycomb.io

Compensation

Full Description

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’re working with well known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard and more across a range of industries. This is an exciting time in our trajectory, 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! If you want to see what we’ve been up to, please check out these blog posts and Honeycomb.io press releases. Who We Are We come for the impact, and stay for the culture! We’re a talented, opinionated, passionate, fiercely inclusive, and responsible group of bees. We have conviction and we strive to live our values every day. We want our people to do what they truly love amongst a team of highly talented (but humble) peers. 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 Little more about the team: The Support Engineering team sits at the heart of Honeycomb’s customer experience, providing best-in-class technical support and acting as trusted advisors to our customers. What you’ll do in 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 completion through persistence and follow-up. 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.Act as a resource for junior team members on more complex technical cases as needed.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. What you’ll bring to the role: 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 alikeA 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 EST business hours (weekdays, 9am - 5pm) on a long term basis 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 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 Previous success with, and a developed practice for, working remotely On Target Earnings (OTE) based on level of experience (Base + Commission) $130,000—$160,000 USD Base Salary based on level of experience $120,000—$145,000 USD What you'll get when you join the Hive: 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 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... Please note we cannot currently sponsor or support visa transfers at this time. Additionally, in compliance with applicable law, all persons hired will be required to verify identity and eligibility to work. Phishing and Recruitment Scam Warning: We take your security seriously. Please be aware that recruitment scams are increasingly common and scammers may create email addresses or websites to impersonate Honeycomb employees. To help protect you: All communications will come from an @honeycomb.io email address We occasionally work with external recruiting agencies. These partners will use legitimate business email addresses—never personal accounts like Gmail or Yahoo. Our recruiting process will never ask you to provide financial or sensitive personal information, including but not limited to: Social security or tax identification numbers Credit card numbers Bank account information Diversity & Accommodations: We're committed to building a diverse, inclusive, and equitable workplace—where people of all backgrounds, identities, experiences, and abilities are welcomed, valued, and supported. We recognize that there is no single path to success and embrace nontraditional career journeys and diverse perspectives as key to building stronger, more innovative teams. We strive to ensure an inclusive experience throughout every stage of our hiring process and are happy to provide reasonable accommodations as needed. If you require accommodations or accessible formats at any point during our hiring process, please let your recruiter know. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work. If there’s anything we can do to improve your experience, we’re always open to feedback. Privacy Notice: If you apply for a job at Honeycomb and your application is unsuccessful (or you withdraw from the process or decline our offer), Honeycomb will retain your information after your application for a period of time in accordance with local laws. We retain this information for various reasons, including in case we face a legal challenge in respect of a recruitment decision, to consider you for other current or future jobs at Honeycomb, and to help us better understand, analyze and improve our recruitment processes. For more information regarding our privacy practices please see the Honeycomb Privacy Notice. If you do not want us to retain your information for consideration for other roles, or want us to update it, please contact privacy@honeycomb.io. Please note, however, that we may retain some information if required by law or as necessary to protect ourselves from legal claims.