IT Network Systems Engineer, LAN/WLAN
DATAGROUP
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Deschide
Honeydew Health este o platformă de servicii medicale la distanță axată pe facilitarea accesului online la îngrijirea dermatologică. Compania conectează pacienții cu furnizori autorizați de servicii dermatologice prin consultații virtuale pentru probleme cutanate frecvente, precum acneea și eczema. Îngrijirea poate include planuri de tratament personalizate, medicamente eliberate pe bază de rețetă, tratamente topice și sprijin continuu, oferind o experiență digitală convenabilă, cu programări în aceeași zi și livrare gratuită a medicamentelor prescrise.
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.
Descriere
- 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
Cerințe
- 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
Beneficii
- Equity
- Health benefits
- Fully remote position
- Employee perks
- Recognition programs
- Competitive pay
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