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Honeydew is building a digital-first dermatology platform that connects hundreds of millions of people globally to licensed skin specialists, FDA-approved treatments, and ongoing support. The company's mission is to eliminate access barriers to treatable skin diseases through a tech-forward, AI-powered experience.
As Support Engineer, you will be the first line of response for platform incidents, many of which directly impact patient care delivery. Currently, engineers rotate on-call support duties that pull them away from building. In this role, you own the incident queue, resolve what you can independently, and escalate complex issues to engineering with complete context (reproduction steps, impact, scope) so engineers can act immediately without follow-up questions.
In your first 6 months, you will:
- Achieve L0 incident handling ownership in Jira Service Management by day 60, with first response under 30 minutes for care-blocking incidents and under 4 business hours for all others by day 180
- Resolve at least 40% of incoming incidents without engineering escalation by day 180, with every escalation arriving fully documented
- Build an AI-assisted knowledge base covering the 10 most common incident types by day 120, and identify at least 5 recurring patterns with volume/impact data to drive engineering prioritization
Your day-to-day responsibilities include managing the Jira Service Management queue, triaging incidents by severity, reproducing issues, reading logs and using browser dev tools to investigate, running basic read-only SQL queries, and documenting solutions so the next responder can execute them independently. You'll grow into more complex troubleshooting over time, taking on harder problems rather than escalating them.
You'll thrive here if you reply fast under pressure, prioritize effectively when multiple incidents arrive simultaneously, explain fixes in plain language, document thoroughly for the next person, and want to expand your technical scope rather than hand off problems.
REQUIREMENTS:
Must-Have:
- 2+ years in technical support (helpdesk, application support, or similar) supporting web-based products, working incidents from intake to resolution
- Experience working a ticket queue using tools like Jira Service Management, Zendesk, or ServiceNow, including triage by severity and meeting response-time targets
- Track record of escalating to engineering with clear reproduction steps, impact assessment, and what has been ruled out; ability to follow through to resolution
- Hands-on troubleshooting skills: reproducing issues, reading logs, using browser dev tools, running basic read-only SQL queries
Nice-to-Have:
- Experience in healthcare, telehealth, or HIPAA-regulated environments
- 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
