Application Support Engineer, Honeycomb

• 2+ years of experience in a leadership role of a mid-sized support engineering team
• 5+ years of experience in technical support or engineering
• Proven ability to lead troubleshooting efforts, analyze root causes, and implement long-term fixes
• Experience with a logging tool such as DataDog or Splunk
• Familiarity with NoSQL databases such as MongoDB
• Familiarity with a cloud service such as GCP, AWS, or Azure
• Excellent leadership, organizational, and communication skills, with a demonstrated ability to influence and inspire teams
• A track record of driving process improvements and delivering results in fast-paced, dynamic environments

Desirable

• As the Application Support Engineering Team Lead, you will build, guide, and mentor a team of Application Support Engineers while also serving as a senior point of contact for technical issue resolution
• You’ll ensure that both internal teams and external customers receive exceptional support, while driving operational excellence and knowledge-sharing across the organization
• Lead & Mentor: Manage and support a team of Application Support Engineers, fostering professional growth through coaching, feedback, and ongoing development
• Drive Resolution: Oversee the triage, assignment, and resolution of production issues
• Ensure that bugs are swiftly addressed by the right stakeholders, while maintaining accountability and visibility until resolution
• Optimize Processes: Own and refine support workflows to improve efficiency, reduce resolution times, and elevate the customer experience
• Collaborate Cross-Functionally: Partner closely with various internal stakeholders to prioritize critical issues and improve product stability
• Ensure Quality Documentation: Guarantee your team maintains thorough and accurate documentation of troubleshooting steps, resolutions, and post-mortem learnings
• Champion a Customer-Centric Culture: Set the standard for clear communication, empathy, and professionalism when interacting with internal stakeholders and customers