Honeydew Health
Honeydew Health
Honeydew Health एक हेल्थकेयर टेलीहेल्थ प्लेटफ़ॉर्म है, जिसका उद्देश्य त्वचा संबंधी चिकित्सा को ऑनलाइन अधिक सुलभ बनाना है। कंपनी मुहाँसों और एक्ज़िमा जैसी सामान्य त्वचा समस्याओं के लिए वर्चुअल परामर्श के माध्यम से मरीजों को लाइसेंस प्राप्त त्वचा रोग विशेषज्ञों से जोड़ती है। देखभाल में व्यक्तिगत उपचार योजनाएँ, प्रिस्क्रिप्शन दवाएँ, त्वचा पर लगाने वाली चिकित्सा और निरंतर सहायता शामिल हो सकती है। इसकी सुविधाजनक डिजिटल सेवा में उसी दिन अपॉइंटमेंट और प्रिस्क्रिप्शन की निःशुल्क शिपिंग भी शामिल है।

Remote Support Engineer at Honeydew Health

Support Engineer responsible for incident response across Honeydew Health’s AI-powered digital dermatology platform. Troubleshoot web applications, resolve L0 issues, and escalate complex incidents to engineering.

विवरण

  • Manage the Jira Service Management incident queue during business hours
  • Independently respond to and resolve L0 incidents
  • By day 180, provide initial responses within 30 minutes for care-blocking incidents and within 4 business hours for other incidents
  • Escalate issues to engineers with reproduction steps, impact, scope, ruled-out possibilities, and follow-through
  • Create AI-assisted runbooks for the 10 most common incident types
  • Analyze incident-volume data and present recurring patterns to engineering with supporting volume and impact metrics
  • Resolve progressively more complex issues without escalation
  • Handle support incidents to minimize engineering interruptions and keep engineers focused on product development

आवश्यकताएँ

  • At least 2 years of technical support experience in helpdesk, application support, or a comparable role supporting a web-based product from incident intake through resolution
  • Experience managing a ticket queue in Jira Service Management, Zendesk, or ServiceNow, including severity triage and response-time targets
  • Demonstrated ability to escalate issues to engineering with clear reproduction steps, impact, ruled-out issues, and follow-through to resolution
  • Ability to reproduce issues, read logs, use browser developer tools, and run basic read-only SQL queries
  • Experience in healthcare, telehealth, or another HIPAA-regulated environment
  • Experience creating knowledge base articles, runbooks, or troubleshooting documentation
  • Familiarity with AWS, particularly CloudWatch logs
  • Exposure to pharmacy, e-prescribing, or order fulfillment workflows
  • Basic scripting experience with Python, Bash, or a similar language
  • Authorization to work for any employer in the United States without restriction
  • Must state whether visa sponsorship is required

लाभ

  • Equity
  • Health benefits
  • Fully remote position
  • Employee perks
  • Recognition programs
  • Competitive pay

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