Honeydew Health

11 – 50 Employees

Honeydew Health is a healthcare telehealth platform focused on making dermatological care more accessible online. The company connects patients with licensed dermatology providers through virtual consultations for common skin concerns such as acne and eczema. Care may include personalized treatment plans, prescription medications, topical therapies, and ongoing support, with a convenient digital experience that includes same-day appointments and free prescription shipping.

Company Jobs

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.

3 days ago

Wisconsin Remote Full-time Junior Middle No degree required English Required Support Engineer

AWS Python ServiceNow SQL

Description

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

Requirements

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

Benefits

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

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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.

Description

Requirements

Benefits

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