Field Reliability Engineer- LATAM

What We’re Building 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 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!  If you want to see what we’ve been up to, please check out these blog posts and Honeycomb.io press releases .  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 fully distributed 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. #LI-Remote Platform Engineering - Managed Services & Infrastructure Own and operate customer-facing managed infrastructure including Refinery as a Service (RaaS) and Honeycomb Private Cloud (HnyPC) deployments across multiple AWS accounts and regions. Build and maintain Terraform modules, Helm charts, and deployment automation for provisioning and managing customer EKS clusters, collector pools, and Refinery instances. Design and implement monitoring, alerting, and observability for managed service infrastructure - using Honeycomb to monitor Honeycomb. Manage scaling, upgrades, and incident response for customer deployments, including capacity planning and cost optimization across AWS infrastructure. Building autonomous deployment and management tooling for field-operated managed services. Technical Escalation & Unblocking Serve as the senior technical escalation point for our most challenging customer situations - production incidents, complex collector configurations, Refinery tuning, and architecture reviews that exceed the scope of standard technical roles. Diagnose and resolve deep infrastructure and observability issues spanning distributed systems, Kubernetes clusters, AWS networking (ALBs, PrivateLink, NLBs, VPCs), and polyglot service meshes. Partner directly with customer SRE, platform, and engineering teams to troubleshoot real-time production issues, often under time pressure and with direct revenue impact. Participate in an on-call rotation for managed services (Refinery as a Service, Honeycomb Private Cloud), providing Tier 2 escalation support for customer-facing infrastructure issues. Build and maintain SOPs, runbooks, and diagnostic frameworks that accelerate resolution for the broader field and support teams. Open Source & Ecosystem Contribute to and maintain OpenTelemetry distributions, collectors, exporters, and instrumentation libraries that our customers depend on. Represent Honeycomb in the OpenTelemetry community - participating in SIGs, reviewing PRs, triaging issues, and driving adoption of best practices. Build reference architectures, sample collector configurations, and integration guides that demonstrate effective instrumentation patterns for common customer environments (Kubernetes, ECS, serverless). Identify gaps in the open source ecosystem that create friction for customers and either contribute fixes upstream or build bridging solutions. Contribute features and improvements to Honeycomb’s own open source projects (Refinery, Honeycomb Collector Distro) to support managed service capabilities. Technical Backstop for the Field Be the person Solutions Architects call when a deal goes deeper than demo and design - you join calls to troubleshoot live production environments, validate architecture decisions, and provide the infrastructure credibility that closes technical evaluations. Tag-team with SAs on strategic accounts, owning the infrastructure and data pipeline conversations while they own the product narrative. Lead architecture reviews, SLO workshops, and instrumentation deep-dives for customers evaluating or expanding Honeycomb - especially in complex environments (multi-cluster Kubernetes, hybrid cloud, high-cardinality workloads). Step into customer-facing POCs and pilots as the hands-on technical lead, standing up collector pools, configuring Refinery pipelines, and proving out integrations in the customer’s actual environment. Create feedback loops between the field and product/engineering, surfacing patterns from customer environments that inform roadmap priorities. Internal Tooling & Cross-Functional Partnership Build internal tools and UIs that improve the operational efficiency of managed services - deployment dashboards, rule management interfaces, monitoring tooling. Partner with Solutions Architecture, Customer Success, and Support to provide technical depth on complex accounts. Collaborate with Product and Engineering on customer-impacting bugs, feature gaps, and integration challenges - bringing real-world production context. Contribute to field enablement by training internal teams on advanced troubleshooting, collector configuration, Refinery internals, and emerging reliability patterns. What you'll get when you join the Hive: 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 Time to recharge with unlimited PTO A distributed-first mindset and culture (really!) Home office, co-working, and internet stipend Full benefits coverage for employees, with additional coverage available for dependents Up to 16 weeks of paid parental leave, reg