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 across a range of industries and have achieved Series D funding, grown beyond 200 people, and been 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, inclusive, and responsible group. We have conviction and 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. It’s 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. We imbue trust, autonomy, and accountability from Day 1. #LI-Remote
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. 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 our SLAs and helping maintain our best-in-class reputation.
- Operate with high autonomy; drive work to completion through persistence and follow-up. This role is located in a new region for Honeycomb Support, so 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 complex technical cases. 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
- Explicit, proactive, empathetic interactions with customers and coworkers
- A consistent drive to learn, collaborate, and move initiatives forward in a remote 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, listen to their needs, and remove blockers to their success
- Available to start your day at 5pm PT to help offset current team coverage
Nice to Have
- Experience with instrumentation and distributed tracing tools (e.g., OpenTelemetry)
- Understanding of modern observability practices and/or other observability solutions
- Familiarity with technologies such as Kubernetes, Terraform, AWS Lambda; comfortable using support ticket platforms like Freshdesk, Zendesk, or similar
- Proven remote-work success
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 — generous equity with an employee-friendly stock program
- Transparent pay levels relative to experience
- Unlimited PTO and paid sabbatical
- A remote-first mindset and 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 much more…
Please note we cannot currently sponsor or support visa transfers at this time. In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work.
Diversity & Accommodations
We are committed to a diverse, inclusive, and equitable workplace. We strive to provide accommodations and accessible formats during the hiring process as needed. If you require accommodations, please let your recruiter know.
If you apply for a job at Honeycomb and your application is unsuccessful, Honeycomb may retain your information as permitted by local laws to consider you for other roles or improve our recruitment processes.
If you do not want us to retain your information, or want to update it, please contact We may retain information as required by law or to protect us from legal claims.
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📌 Senior Technical Support Engineer- AUS
🏢 Honeycomb.io
📍 Maitland