Senior Technical Support Engineer- EAST

honeycomb.io; Poland; Remote; PLN 437,000 - 530,000; Full time

Job summary

A leading observability platform is seeking a Support Engineer to provide expert technical guidance and maintain best-in-class support. This remote role requires autonomy, collaboration across teams, and strong customer interaction skills. Candidates should have prior experience in supporting SaaS products and familiarity with AI tools. The position offers generous compensation including equity, unlimited PTO, and comprehensive benefits.

Benefits

Generous equity with employee-friendly stock program

Unlimited PTO and paid sabbatical

Home office, co-working, and internet stipend

Full benefits coverage for employees

Up to 16 weeks of paid parental leave

Annual development allowance

Qualifications

• Experience with highly technical users.
• Ability to operate with high autonomy.
• Experience with instrumentation and distributed tracing.

Responsibilities

• Provide expert technical guidance to users.
• Author and update knowledge base articles.
• Participate in emergency on-call support.

Skills

Clear, proactive customer interactions

Experience supporting SaaS products

Facility with AI tools

Desire to listen to customer needs

Ability to work within EST business hours

Tools

OpenTelemetry

Kubernetes

Terraform

AWS Lambda

Freshdesk

Zendesk

Job description

Overview

Honeycomb is a service for the near and present future, defining observability and raising expectations of what developer tools can do. 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 the 200-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023.

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 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. #LI-Remote

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.

Role Summary

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 completion through persistence and follow-up. 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

• 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 product with highly technical users.
• Facility 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 work EST business hours (weekdays, 9am - 5pm) on a long term basis.

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 technologies such as 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.

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

$130,000 - $160,000 USD

Base Salary based on level of experience

$120,000 - $145,000 USD

What you\'ll get when you join the Hive

• A stake in our success - generous equity with employee-friendly stock program
• Our pay is based on transparent levels relative to experience
• Time to recharge - Unlimited PTO and paid sabbatical
• A remote-first mindset and culture (really!)
• Home office, co-working, and internet stipend
• Full benefits coverage for employees, with additional coverage available for dependents
• Up to 16 weeks of paid parental leave, regardless of path to parenthood
• Annual development allowance
• And much 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.

Diversity & Accommodations

We\'re committed to building a diverse, inclusive, and equitable workplace—where people of all backgrounds, identities, experiences, and abilities are welcomed, valued, and supported. We recognize that there is no single path to success and embrace nontraditional career journeys and diverse perspectives as key to building stronger, more innovative teams.

We strive to ensure an inclusive experience throughout every stage of our hiring process and are happy to provide reasonable accommodations as needed. If you require accommodations or accessible formats at any point during our hiring process, please let your recruiter know.

If you apply for a job at Honeycomb and your application is unsuccessful (or you withdraw from the process or decline our offer), Honeycomb will retain your information after your application for a period of time in accordance with local laws. We retain this information for various reasons, including in case we face a legal challenge in respect of a recruitment decision, to consider you for other current or future jobs at Honeycomb, and to help us better understand, analyze and improve our recruitment processes.

If you do not want us to retain your information for consideration for other roles, or want to update it, please contact [e-mail]. Please note, however, that we may retain some information if required by law or as necessary to protect ourselves from legal claims.