<p>Location: United Kingdom</p><br/><p>Employment Type: Full-time</p><br/><p>Team: Customer Success</p><br/><div><b>What We’re Building </b></div><div>Honeycomb is a service for the near and present future, redefining observability and raising expectations of what our developer tools can do for us! 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 100-person mark, and named to <a href="https://www.linkedin.com/posts/honeycomb%2Eio_its-not-often-that-we-like-to-toot-our-own-activity-6907007050136600576-WG1z?utm_source=linkedin_share&amp;utm_medium=member_desktop_web" class="postings-link">Forbes’ America’s Best Startups of 2022</a>!  In this Senior Support Engineer role, you’ll join a growing Support Engineering team, helping us to expand our customer care capabilities.</div><div><br></div><div><b>Who We Are </b></div><div>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 <a href="https://www.honeycomb.io/about/" class="postings-link">our values</a> every day. We want our people to do what they truly love amongst a team of highly talented (but humble) peers. </div><div><br></div><div><b>How We Work</b></div><div>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.</div><h3>What You'll Do: </h3><br/><ul><li>Provide thoughtful, expert guidance to Honeycomb’s users via our support channels, adhering to our SLAs and helping Honeycomb maintain and expand its great reputation</li><li>Collaborate with customers to troubleshoot their instrumentation and distributed tracing setup, identify issues, and provide recommendations for improvement</li><li>Educate our users on Honeycomb’s capabilities, helping them gain greater visibility and insights into their applications</li><li>Work cross-functionally to drive resolution and awareness of customer issues</li><li>Provide an escalation path and mentorship to your teammates as the Support Engineering team and its capabilities grow</li><li>Author and update knowledge base articles, internal documentation, and other support content</li><li>File issues and feature requests on behalf of customers, providing key context and flagging trends</li><li>Participate in rotations for emergency on-call coverage for our Enterprise customers, coordinating with and escalating to our Engineering teams</li><li>Continuously keep up to date with Honeycomb technologies and product offerings</li></ul><br/><h3>What You'll Bring: </h3><br/><ul><li>System operations and/or software development experience, including fluency with one or more of these programming languages: Ruby, Python, Go, JavaScript, Java, or .NET</li><li>Clear, empathetic communication with customers and coworkers alike</li><li>A consistent drive to learn, collaborate, and move initiatives along in a remote work environment</li><li>Previous experience supporting a SaaS (software as a service) product with highly technical users</li><li>A desire to interact with customers during day-to-day work, listen to their needs, and remove blockers to their success</li><li>Available to work UK business hours (weekdays, 9am - 5pm)</li><div><br></div><div><b>Nice to Have:</b></div><li>Experience with instrumentation and distributed tracing tools such as OpenTelemetry</li><li>An understanding of modern observability practices and/or other observability solutions</li><li>Familiarity with multiple programming languages and frameworks</li><li>Comfortable using support platforms such as Freshdesk, Zendesk, or similar</li></ul><br/><h3>What You Get When You Join The Hive:</h3><br/><ul><li>Base pay (range) of  £120,000- £133,000 plus 10% bonus based on team performance</li><li>A stake in our success - generous equity with employee-friendly stock program</li><li>It’s not about how strong of a negotiator you are - our pay is based on transparent levels relative to experience</li><li>Compensation benchmarked to San Francisco market - no matter of where you live (or move)!</li><li>A remote-first mindset and culture (really!)</li><li>100% employee coverage for Health, Dental, and Vision </li><li>Time To Recharge - Unlimited PTO, paid sabbatical, an expressed minimum for taking time off, 14 UK/US Holidays + a company wide break at the end of the year to help you relax and recharge for the new year.</li><li>Pick Your Perk - $600 a year to spend&nbsp;on the perks that you&nbsp;care about most</li><li>Work Life Balance and Flexible Schedule options</li><li>The tech you need AND a $500 Home Setup Stipend</li><li>£100 Monthly Cell Phone/Internet/Co-working Space Allowance</li><li>£1000 Annual Professional Development Allowance </li><li>Up to 16 weeks of paid parental leave, regardless of path to parenthood</li><li>Semi-annual performance conversations (we call them Review &amp; Rewards conversations) - so you know where you stand, and how you’ll be rewarded for your impact</li><li>Annual compensation review, benchmarking to industry and inflation changes</li></ul><br/><div><b>Diversity &amp; Accommodations:</b></div><div>We're building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities and perspectives. You don't need to be a millennial to join us, all gens are welcome! Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email <a href="http://talent@honeycomb.io/" class="postings-link">Talent@honeycomb.io</a>to discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is <a href="https://honeycomb.io/blog/2018/01/observations-on-the-enterprise-of-hiring/" class="postings-link">designed to put you at ease and help you show your best work</a>; if we can do better - we want to know!&nbsp;</div>

Location: United Kingdom

  

Employment Type: Full-time

  

Team: Customer Success

  

 **What We’re Building**

Honeycomb is a service for the near and present future, redefining
observability and raising expectations of what our developer tools can do for
us! 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
100-person mark, and named to [Forbes’ America’s Best Startups of
2022](https://www.linkedin.com/posts/honeycomb%2Eio_its-not-often-that-we-
like-to-toot-our-own-
activity-6907007050136600576-WG1z?utm_source=linkedin_share&utm_medium=member_desktop_web)!
In this Senior Support Engineer role, you’ll join a growing Support
Engineering team, helping us to expand our customer care capabilities.

  

 **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](https://www.honeycomb.io/about/) 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.

### What You'll Do:

  

  * Provide thoughtful, expert guidance to Honeycomb’s users via our support channels, adhering to our SLAs and helping Honeycomb maintain and expand its great reputation
  * Collaborate with customers to troubleshoot their instrumentation and distributed tracing setup, identify issues, and provide recommendations for improvement
  * Educate our users on Honeycomb’s capabilities, helping them gain greater visibility and insights into their applications
  * Work cross-functionally to drive resolution and awareness of customer issues
  * Provide an escalation path and mentorship to your teammates as the Support Engineering team and its capabilities grow
  * 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 rotations for emergency on-call coverage for our Enterprise customers, coordinating with and escalating to our Engineering teams
  * Continuously keep up to date with Honeycomb technologies and product offerings

  

### What You'll Bring:

  

  * 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, empathetic communication 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 users
  * A desire to interact with customers during day-to-day work, listen to their needs, and remove blockers to their success
  * Available to work UK business hours (weekdays, 9am - 5pm)

  

 **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 multiple programming languages and frameworks
  * Comfortable using support platforms such as Freshdesk, Zendesk, or similar

  

### What You Get When You Join The Hive:

  

  * Base pay (range) of £120,000- £133,000 plus 10% bonus based on team performance
  * 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
  * Compensation benchmarked to San Francisco market - no matter of where you live (or move)!
  * A remote-first mindset and culture (really!)
  * 100% employee coverage for Health, Dental, and Vision 
  * Time To Recharge - Unlimited PTO, paid sabbatical, an expressed minimum for taking time off, 14 UK/US Holidays + a company wide break at the end of the year to help you relax and recharge for the new year.
  * Pick Your Perk - $600 a year to spend on the perks that you care about most
  * Work Life Balance and Flexible Schedule options
  * The tech you need AND a $500 Home Setup Stipend
  * £100 Monthly Cell Phone/Internet/Co-working Space Allowance
  * £1000 Annual Professional Development Allowance 
  * Up to 16 weeks of paid parental leave, regardless of path to parenthood
  * Semi-annual performance conversations (we call them Review & Rewards conversations) - so you know where you stand, and how you’ll be rewarded for your impact
  * Annual compensation review, benchmarking to industry and inflation changes

  

 **Diversity & Accommodations:**

We're building a diverse and inclusive workplace where we learn from each
other, and welcome nontraditional candidates, and people of all backgrounds,
experiences, abilities and perspectives. You don't need to be a millennial to
join us, all gens are welcome! Further, we (of course) follow federal and
state disability laws and are happy to provide reasonable accommodations
during the application phase, interview process, and employment. Please email
[Talent@honeycomb.io](http://talent@honeycomb.io/)to discuss accessible
formats or accommodations. As an equal opportunity employer our hiring process
is [designed to put you at ease and help you show your best
work](https://honeycomb.io/blog/2018/01/observations-on-the-enterprise-of-
hiring/); if we can do better - we want to know!

