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! 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 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. 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 alike • 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 usersFacility 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 the current team coverage 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) £71,500 - £88,000 GBP Base Salary based on level of experience £65,000 - £80,000 GBP What youll 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