Honeydew Health
Honeydew Health
Honeydew Health — дерматологиялық көмекті онлайн түрде қолжетімді етуге бағытталған денсаулық сақтау саласындағы телемедицина платформасы. Компания безеу мен экзема сияқты кең таралған тері мәселелері бойынша виртуалды консультациялар арқылы пациенттерді лицензиясы бар дерматология мамандарымен байланыстырады. Күтім жекелендірілген емдеу жоспарларын, рецепт бойынша берілетін дәрілерді, жергілікті қолданылатын емдеу құралдарын және тұрақты қолдауды қамтуы мүмкін. Ыңғайлы цифрлық тәжірибеге сол күні қабылдауға жазылу және рецепт бойынша берілетін дәрілерді тегін жеткізу кіреді.

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.

Сипаттама

  • 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

Талаптар

  • 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

Артықшылықтар

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

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