Technical Support Engineer- AUS

23 hours ago

Remote Australia Honeycomb Full time $90,000 - $120,000 per year

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 start your day at 5pm PT, 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

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