Field Reliability Engineer- LATAM

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.