Customer Architect- EMEA
United Kingdom
Operations – Customer Success /
Full-time /
Remote
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 !!
A Customer Architect is a senior level post-sales technical resource, product champion and observability mentor who drives adoption of Honeycomb and success with Observability. Our Customer Architects are brought in to high-impact customer activities such as expansion opportunities and churn saves to provide technical solutions, guidance and leadership. You’re driven by seeing technical teams achieve amazing business outcomes. Success in this role is defined by happy customers who sing your praises for being knowledgeable, responsive and delightful to interact with.
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 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
- Lead customers in the application of Honeycomb and Observability practices in order to meet customer’s stated technical and business goals.
- Partner with Customer Success Managers to articulate the Honeycomb value proposition, vision, and strategy to prospective customers.
- Become a subject-matter expert in the practice of Sampling and the operations of our Refinery sampling proxy
- Work hands-on with, teach, coach, and mentor engineering teams and leaders in Observability and SRE concepts
- Troubleshoot and develop both technical and sociotechnical solutions to customer issues in ways that discrete roles (like Support and Development teams) cannot
- Create high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
- Representing the customer in internal meetings with Engineering and Product Management
- Keeping up to date on Honeycomb technologies and product offerings
What You'll Bring
- A general understanding of OpenTelemetry, it’s various projects and components, and ecosystem.
- The ability to effectively understand a typical web application's flow and overall function well enough to instrument that application.
- Working knowledge of popular Cloud platforms (AWS, GCP, or Azure), Infrastructure-as-Code tooling (Terraform, Kubernetes, Helm) and CI/CD platforms and practices (CircleCI, Github Actions, etc)
- Previous System Operations or Software Development experience
- Fluency in at least one of these programming languages: Ruby, Python, Go, JavaScript, Java or .Net
- Bonus points for familiarity with multiple programming languages and/or frameworks
- Excellent written and verbal technical communication skills
- Authorized to work in the UK
- Previous Customer Success, Technical Account Management, Sales Engineering, or Consulting experience
- Understanding of Distributed Tracing concepts (Context Propagation, Sampling, Visualization, etc)
- Public speaking experience
Bonus points for:
What you get when you join the Hive
- Base + bonus/ commission for on target earnings (OTE) of £139,000- £154,000 based on level of experience
- 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, an expressed minimum for taking time off, and 14 US company holidays in 2022
- 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 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!
