Senior Technical Support Engineer- AUS

honeycomb.io; Poland; Remote; PLN 646,000; Full time

Job summary

A leading observability tool provider is seeking a Support Engineer to provide technical guidance and support to users. This remote role requires empathy and proactive communication, and involves working cross-functionally to resolve customer issues. The ideal candidate has experience in SaaS support and familiarity with relevant technologies. Competitive compensation and extensive benefits are offered, including unlimited PTO and stock options.

Benefits

Unlimited PTO

Employee stock program

Remote work stipend

Full benefits coverage

Paid parental leave

Qualifications

• Clear, proactive, empathetic interactions with customers and coworkers alike.
• Experience supporting a SaaS product with highly technical users.
• Availability to start your day at 5pm PT.

Responsibilities

• Provide expert technical guidance to users via support channels.
• Drive work to completion with high autonomy.
• Author and update knowledge base articles and internal documentation.

Skills

Proactive communication

Technical SaaS support

Empathy

Familiarity with AI tools

Customer interaction

Tools

OpenTelemetry

Kubernetes

Terraform

AWS Lambda

Support ticket platforms

Job description

Overview

Honeycomb is a service for observability and developer tools. We work with well known companies across a range of industries and have been recognized for growth and impact.

We value impact, culture, inclusion, and collaboration. We are remote-first and trust, autonomy, and accountability from Day 1.

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. We are building a presence in a new region to offer follow-the-sun coverage.

What you’ll do in the role

• Provide thoughtful, expert technical guidance to Honeycomb’s users via our support channels, adhering to SLAs and helping maintain a best-in-class Reputation.
• Operate with high autonomy; drive work to completion through persistence and follow-up. This role will be located in a new region for Honeycomb Support; success requires being proactive, resourceful, and effective without constant peer or manager overlap.
• Be 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.
• Act as a resource for junior team members on more complex technical cases as needed. File issues and feature requests on behalf of customers, providing key context and flagging trends for Product and Engineering. Participate in rotations for emergency on-call support, coordinating with Engineering teams.
• Continuously keep up to date with Honeycomb technologies, product offerings, and emerging use cases.

What you’ll bring to the role

• Clear, proactive, empathetic interactions with customers and coworkers alike
• A consistent drive to learn, collaborate, and move initiatives along in a remote environment
• Experience supporting a SaaS product with highly technical users
• Familiarity with AI tools and their role in support processes and the customer experience
• A strong desire to interact with customers, listen to their needs, and remove blockers to their success
• Availability to start your day at 5pm PT to support team coverage

Nice to Have

• Experience with instrumentation and distributed tracing tools such as OpenTelemetry
• Understanding of modern observability practices
• Familiarity with technologies such as Kubernetes, Terraform, AWS Lambda; comfortable with support ticket platforms
• Proven remote-work success

Compensation

On Target Earnings (OTE) based on level of experience (Base + Commission)

$270,000 - $310,000 AUD

Base Salary based on level of experience

$215,000 - $245,000 AUD

What you’ll get when you join the Hive

• A stake in our success with an employee-friendly stock program
• Transparent pay levels relative to experience
• Unlimited PTO and paid sabbatical
• Remote-first culture
• Home office, co-working, and internet stipend
• Full benefits coverage for employees, with additional coverage for dependents
• Up to 16 weeks of paid parental leave
• Annual development allowance
• And more...

Please note we cannot currently sponsor or support visa transfers at this time. Additionally, in compliance with applicable law, all persons hired will be required to verify identity and eligibility to work.

Security notice

Phishing and Recruitment Scam Warning: We take your security seriously. Be aware that recruitment scams are increasingly common and scammers may impersonate Honeycomb employees. All communications will come from an @honeycomb.io email address. Our recruiting process will never ask for financial or sensitive information.

Diversity & Accommodations

We are committed to building a diverse, inclusive, and equitable workplace. We strive to provide accommodations as needed during the hiring process.