Support Engineer

THE MISSION 💪 Our mission is to ensure that no one in the world has to suffer from a treatable skin disease because of an access issue ever again. ABOUT HONEYDEW 👋 Honeydew is building a platform for hundreds of millions of people globally to access expertise and science-backed skin treatments, from prescription to retail. Our tech-forward dermatology experience helps people with chronic skin conditions access licensed specialists, FDA-approved treatment, and ongoing support in record time. Honeydew is the future of skin health — digitally native, scientifically rooted, integrated end-to-end, and powered by AI. THE OPPORTUNITY 📈 When a dashboard incident hits, someone has to answer fast — some of these incidents block care. Today, engineers cover support in rotations that pull a full week away from building. As our Support Engineer, you are the first line of response: you work the incident queue, resolve what you can, and work with engineers on anything that needs to be escalated - providing everything they need. You keep our engineers building and our incidents moving. WHAT YOU'LL BUILD (YOUR FIRST 6 MONTHS) 🛠 - Ownership of the incident queue: L0 incident handling in Jira Service Management during business hours by day 60, and by day 180 a first response under 30 minutes for care-blocking incidents and under 4 business hours for everything else - Fewer engineering escalations: at least 40% of incoming incidents resolved without engineering by day 180, with every escalation arriving with repro steps, impact, and scope - A support knowledge base: AI-assisted runbooks for the 10 most common incident types by day 120, and at least 5 recurring patterns brought to engineering with volume and impact data by day 180 HOW YOU'LL MAKE AN IMPACT Run the queue. You'll manage the Jira Service Management incident queue, responding quickly and resolving L0 issues yourself. Escalate cleanly. When an issue needs an engineer, you'll hand it off with repro steps, impact, and scope, so engineers rarely have to come back with questions. Build the knowledge base. You'll turn incident volume data into runbooks, using AI to publish them faster, and bring recurring patterns to engineering so root causes get prioritized. Grow into harder problems. Over time, you're expected to resolve more complex issues without escalating. WHAT WE'RE LOOKING FOR The Non-Negotiables: - 2+ years in technical support: helpdesk, application support, or a similar role supporting a web-based product, working incidents from intake to resolution. - Experience working a ticket queue: daily use of a tool like Jira Service Management, Zendesk, or ServiceNow, including triaging by severity and meeting response-time targets. - Escalating to engineering: a track record of handing issues to engineers with clear reproduction steps, impact, and what has already been ruled out, then following through to resolution. - Hands-on troubleshooting: comfortable reproducing issues, reading logs, using browser dev tools, and running basic read-only SQL queries to investigate. The Nice-to-Haves: - Experience in healthcare, telehealth, or another HIPAA-regulated environment - 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 YOU'LL THRIVE HERE IF… - You reply fast and keep replying fast, even when the queue is busy - You can pick the incident that matters most when several arrive at once - You explain fixes in plain language so people don't have to come back with questions - You write things down so the next person can run them - You want to take on harder problems over time rather than hand them off WHY HONEYDEW? Real Ownership: You'll own the incident queue and your response times — this isn't a role where accountability disappears into a committee. Mission-Critical Work: When an incident blocks care, how fast you respond matters to the people delivering it. Total Rewards: Competitive pay, equity, health benefits, and a fully remote role, plus employee perks and recognition programs.