• install, configure and maintain Packsize equipment solutions onsite at several customer’s facilities • perform start-up testing and deliver customer training on product capabilities, features and general maintenance of the product(s) • scheduling tasks at customer job sites • troubleshooting issues, quickly and effectively, using technical drawings and documentation • performing routine maintenance and emergency services as they arise • installation of Packsize solutions and training others to use and maintain it • adhere to all Packsize and customer safety requirements, and safety protocols related to exposed moving parts and electricity

• Perform OEM testing, troubleshooting, repairs, and upgrades/revisions to equipment • Conduct insulation testing, thermal imagery, torque tests, and performance evaluations • Troubleshoot system performance issues and locate/isolate ground faults • Work closely with Planning and Scheduling team to adhere to maintenance schedules • Review site manuals and drawings to ensure proper service and maintenance • Conduct electrical and mechanical preventative and corrective maintenance • Document all issues at the site in the work order system

• Perform OEM testing, troubleshooting, repairs, and upgrades/ revisions to a broad range of equipment, ranging from Level 2 Electric Vehicle (EV) chargers to DC Fast Chargers • Perform testing on equipment, including but not limited to; insulation testing (megger testing), thermal imagery, torque tests, and performance evaluations • Troubleshoot system performance issues and locate/isolate ground faults • Work closely with the Planning and Scheduling team to ensure maintenance schedules are adhered to • Review site manuals and drawings to ensure proper service and maintenance of equipment • Conduct electrical and mechanical preventive and corrective maintenance of site equipment

• 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. • 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. • 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).