Remote Support Engineer: Fast-Response Incidents

Honeydew; United States; À distance; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Fully remote role

Equity

Health benefits

Résumé du poste

Honeydew is seeking a Support Engineer to be the first line of response for incidents blocking care. You’ll own the incident queue in our Jira-backed workflow, resolve Level 0 issues, and escalate with clear reproduction steps, impact, and scope to enable engineers to move fast.

In this remote, fast-paced role, you’ll build a practical knowledge base with AI-assisted runbooks and reduce escalations, growing into more complex problems over time.

Qualifications

• 2+ years in technical support: helpdesk, application support, or a similar role supporting a web-based product, working incidents from intake to resolution.
• Experience working a ticket queue: daily use of a tool like Jira Service Management, Zendesk, or ServiceNow, including triaging by severity and meeting response-time targets.
• Escalating to engineering: a track record of handing issues to engineers with clear reproduction steps, impact, and what has already been ruled out, then following through to resolution.
• Hands-on troubleshooting: comfortable reproducing issues, reading logs, using browser dev tools, and running basic read-only SQL queries to investigate.
• Nice-to-haves: healthcare, telehealth, HIPAA-regulated environment; knowledge base articles/runbooks; AWS CloudWatch logs; pharmacy workflows; basic scripting (Python/bash).

Responsabilités

• Run the queue: manage the Jira Service Management incident queue and respond quickly, resolving L0 issues during business hours.
• Escalate cleanly: hand off to engineers with repro steps, impact, and scope to minimize rework.
• Build the knowledge base: create AI-assisted runbooks for common incident types and share patterns with engineering.
• Grow into harder problems: progressively handle more complex issues without escalation.

Connaissances

Technical support

Ticket queue management

Troubleshooting

SQL queries

Reproduction steps communication

Plain-language explanations

Outils

Jira Service Management

Zendesk

ServiceNow

Browser DevTools

SQL (read-only)

AWS CloudWatch Logs

Description du poste

Honeydew is seeking a Support Engineer to be the first line of response for incidents blocking care. You’ll own the incident queue in our Jira-backed workflow, resolve Level 0 issues, and escalate with clear reproduction steps, impact, and scope to enable engineers to move fast.

In this remote, fast-paced role, you’ll build a practical knowledge base with AI-assisted runbooks and reduce escalations, growing into more complex problems over time.