Technical Support Engineer, Honeycomb
$110-125k
+ 10% Bonus + Generous equity with employee-friendly stock program
More information about location
Provides full stack observability and analysis
Be an early applicant
Provides full stack observability and analysis
201-500 employees
Be an early applicant
$110-125k
+ 10% Bonus + Generous equity with employee-friendly stock program
More information about location
201-500 employees
Company mission
To give all software engineering teams the observability they need to eliminate toil and delight their users.
Role
Who you are
- Clear, and empathic communication style with customers and coworkers alike
- A strong desire to collaborate with Honeycomb’s customers to remove blockers to their success, and a proactive drive to grow your expertise to match our customers’ needs
- Availability to work Pacific business hours (weekdays, 9am - 5pm PDT/PST) and to participate in an on-call rotation
- System operations and/or software development experience, including facility with one or more of these programming languages: Ruby, Python, Go, JavaScript, Java, or .NET
- Previous experience supporting a SaaS (software as a service) product with highly technical users
Desirable
- Experience with instrumentation and distributed tracing tools such as OpenTelemetry, and/or 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
What the job involves
- Support Engineering provides technical and account support to Honeycomb’s customers, serving them as trusted partners and advisors
- The team is part of the Customer Success department, and works closely with many teams within Honeycomb on a daily basis to provide a cohesive and positive customer experience
- Provide thoughtful, knowledgeable guidance to Honeycomb’s users via our support channels, adhering to our SLAs and helping Honeycomb maintain and expand its reputation for a great customer experience
- Partner with customers to troubleshoot their Honeycomb observability setup, identify issues, and provide best practice recommendations
- Work cross-functionally and build relationships with Honeycomb coworkers to drive resolution
- 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
- Participate in Support Engineering’s on-call rotation, coordinating with and escalating to our Engineering teams
- Continuously keep up to date with Honeycomb technologies and product offerings, working toward becoming a subject matter expert
Our take
Traditional processes of debugging apps and IT services are becoming obsolete due to the mass adoption of cloud-based tools. However, whilst cloud-based development presents a modern and unified solution to application building, frameworks for troubleshooting such services are not currently something many businesses are prepared for.
Honeycomb provides troubleshooting tools that allow cloud-based software developers to observe code on API tools, live applications, and microservices. The troubleshooting dashboard is designed to be highly visual and user-friendly, thus allowing developers to diagnose cloud-based problems without having a deep understanding of computer science.
The company is building on its 2022 momentum after achieving another consecutive year of 2x revenue growth, driving 160% net revenue retention for its 600+ customers around the globe. Series D awarded in 2023 will be channelled into geographical expansion and supporting its products. Honeycomb’s approach is unique as it is facilitating the harmonious deployment of cloud-based debugging tools in a landscape where such services are essential yet difficult to understand.
Steph
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$50m
SERIES D
Oct 2021
$50m
SERIES C
Total funding: $146.9m
Company benefits
- 100% covered medical, dental, vision, HSA, FSA, disability, and more
- Unlimited PTO, synchronous company break, paid sabbatical, and expressed minimum for time to recharge
- 401K retirement plans and fully paid life insurance
- Up to 16 weeks paid leave regardless of path to parenthood; flexible hours for returning parents and caregivers
- $10K to cover gaps in insurance, in support of adoption, surrogacy, preservation, and family-planning costs
- $600 per year to spend on the perks you care for most
- A stake in our success
- Generous new hire equity, and refresh grants
- Annual $1,500 development stipend; funding for cognitive coaching; and a focus on career pathing
- $500 new hire home setup stipend and $200/mo for wifi, phone and co-working
Company values
- Fast And Close To Right Is Better Than Perfect - Take pride in your craft and ship relentlessly. Be like our storage engine: 99% right in milliseconds is better than 100% right in an hour. Code in production is worth two in canary
- We Hire Adults - Pay attention to your mind and body so you can give and get help. All of us wobble, and being transparent about that means we can support each other. Participate fully in collaboration, coaching and management. If any group of us were together in a car on a long road trip, there would be no need for a dividing line in the back seat to keep people from hitting each other
- Everything Is An Experiment - Don’t get attached to specific outcomes, as they can prevent you from moving forward. Construct your experiments with purpose, evaluate them with honesty, share your results, and iterate. Failure is a constant, it’s what we learn that matters
- Feedback Is A Gift - Give feedback freely, give gently, give timely, but give. Listen first, listen intently, and celebrate each other’s growth. We are a high-trust and high-transparency team, and this requires us all to dig deep. Discomfort is temporary. We polish each other like diamonds
- Act With Autonomy And Ownership - Come curious. Focus on impact over output. Be generous with your ideas and use your judgment. Optimize for our collective success, not individual glory. Kill your darlings. Be bold, shake it up, and don’t assume the way things are was on purpose. Do it with style
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Charity Majors
(CTO)Former Product Engineering Manager at Facebook and Infrastructure Tech Lead at Parse.
Christine Yen
(CEO)Former Engineer at Parse and IOS contractor at Ridejoy. Co-founder of Venuetastic. BSc in Computer Science from MIT.
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