[Hiring] Support Engineer @Honeydew

Role Description

When a dashboard incident hits, someone has to answer fast — some of these incidents block care. Today, engineers cover support in rotations that pull a full week away from building. As our Support Engineer, you are the first line of response: you work the incident queue, resolve what you can, and work with engineers on anything that needs to be escalated - providing everything they need. You keep our engineers building and our incidents moving.

What You'll Build (Your First 6 Months)

• Ownership of the incident queue: L0 incident handling in Jira Service Management during business hours by day 60, and by day 180 a first response under 30 minutes for care-blocking incidents and under 4 business hours for everything else.
• Fewer engineering escalations: at least 40% of incoming incidents resolved without engineering by day 180, with every escalation arriving with repro steps, impact, and scope.
• A support knowledge base: AI-assisted runbooks for the 10 most common incident types by day 120, and at least 5 recurring patterns brought to engineering with volume and impact data by day 180.

How You'll Make an Impact

• Run the queue: You'll manage the Jira Service Management incident queue, responding quickly and resolving L0 issues yourself.
• Escalate cleanly: When an issue needs an engineer, you'll hand it off with repro steps, impact, and scope, so engineers rarely have to come back with questions.
• Build the knowledge base: You'll turn incident volume data into runbooks, using AI to publish them faster, and bring recurring patterns to engineering so root causes get prioritized.
• Grow into harder problems: Over time, you're expected to resolve more complex issues without escalating.

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.

Requirements

• Experience in healthcare, telehealth, or another HIPAA-regulated environment.
• Experience writing knowledge base articles, runbooks, or troubleshooting guides.
• Familiarity with AWS, especially CloudWatch logs.
• Exposure to pharmacy, e-prescribing, or order fulfillment workflows.
• Basic scripting (Python, bash, or similar) to automate repetitive tasks.

You'll Thrive Here If…

• You reply fast and keep replying fast, even when the queue is busy.
• You can pick the incident that matters most when several arrive at once.
• You explain fixes in plain language so people don't have to come back with questions.
• You write things down so the next person can run them.
• You want to take on harder problems over time rather than hand them off.

Benefits

• Real Ownership: You'll own the incident queue and your response times — this isn't a role where accountability disappears into a committee.
• Mission-Critical Work: When an incident blocks care, how fast you respond matters to the people delivering it.
• Total Rewards: Competitive pay, equity, health benefits, and a fully remote role, plus employee perks and recognition programs.