Customer Education Specialist

Title: Customer Education Specialist

Location: United States
Type: Full-time
Workplace: remote
Job Description:

What We’re Building

Honeycomb is a service for the near and present future, redefining observability and raising expectations of what our developer tools can do for us! We’re working with well known companies like Hello Fresh, 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 100-person mark, and named to Forbes’ America’s Best Startups of 2022! 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

• Delivering technical education workshops and content to new and existing customers
• Preparing materials for training including agendas, slides, live demonstrations, tutorials, and FAQ’s
• Guiding customers through the process of instrumenting and debugging their applications with OpenTelemetry, often in multiple languages (JavaScript, Java, Go, Ruby, Python and .Net)
• Teaching the core concepts of Observability, Honeycomb product components
• 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
• Recording instructional videos and product demonstrations for e-learning courses
• Representing the customer internally when collaborating with Customer Success, Marketing, and Product
• Analyzing process and training effectiveness and identify knowledge gaps
• Keeping up to date on Honeycomb technologies and product offerings

What You’ll Bring

• Curriculum development and presentation experience
• Previous experience in instructional design or customer education preferred. Alternatively: Customer Success, Onboarding or Training experience
• Excellent written and verbal technical communication skills
• At least 5 years of overall work experience, ideally in the SaaS or Enterprise software industry

Nice to haves :

• Experience with or understanding of the SaaS Monitoring space (any other APM, Logging or Metrics vendors)
• Working knowledge of SQL and/or BI reporting tools and techniques (we use Mode Analytics)
• Bonus points for experience in System Operations or Software Development

What You Get When You Join The Hive!

• Base pay (range) of $ plus 10% bonus 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.ioto 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!