Customer Education Specialist at Honeycomb.io

Title: Customer Education Specialist

Location: United States

Type: Full-time

Workplace: remote

Category: Customer Success

Job Description:

What We’re Building

Honeycomb defined the concept of observability and is raising expectations of what developer tools can do! Honeycomb is the observability platform that enables engineering teams to find and solve problems they couldn’t before. It enables engineers to answer novel questions about their ever-evolving cloud applications, so they can deploy confidently, resolve incidents faster and focus on high-value work that drives innovation. 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!!

In this role, you’ll join a growing Customer Success 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 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 in the role

• Recording, screencasting, and editing instructional videos and product demonstrations for e-learning courses
• Delivering technical education workshops and content to new and existing customers
• Teaching the core concepts of Observability, Honeycomb product components
• Preparing materials for training including agendas, slides, live demonstrations, tutorials, and FAQs
• Creating and delivering scalable, high-quality, and reusable content including workshops, trainings, talks, blog posts, white papers, demos and examples both for on-demand and instructor-led sessions
• Analyzing process and training effectiveness and identify knowledge gaps
• Keeping up to date on Honeycomb technologies and product offerings

What you’ll bring to the role:

• Technical training / instructor and presentation experience
• Previous experience in customer education in a technical domain preferred. Alternatively: Customer Success, Technical Onboarding or Technical Training experience
• Excellent written and verbal technical communication skills
• Experience with or understanding of the SaaS Monitoring space (any other APM, Logging or Metrics vendors)
• At least 2 years of overall work experience, ideally in the SaaS or Enterprise software industry
• Experience recording, screencasting, and editing videos
• Bonus points for experience in system operations or software development

What you’ll get when you join the hive:

• OTE of $110- 140k (90/10 split) 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, Vision, Life and Disability insurance
• Time To Recharge – Unlimited PTO, paid sabbatical, 14 US company holidays in 2022, and one 3-day weekend per month
• 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
• $200 Reimbursement for Cell/Wifi/CoWorking
• $1500+ Annual Professional Development Allowance
• Up to 16 weeks of paid parental leave, regardless of path to parenthood
• Maven Inclusive Family-Building benefit including unlimited virtual appointments, coaches & counselors, and $10K ‘wallet’ to support adoption, surrogacy, IVF, and egg/sperm freezing
• 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 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; if we can do better – we want to know!