Job Description
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