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Support Engineer
Honeydew Health. Manage the Jira Service Management incident queue during business hours .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing incident queues and resolving technical support issues efficiently, with a strong focus on response time and escalation processes. Proficient in analyzing incident data and creating documentation to enhance support workflows in a HIPAA-regulated environment.
Highest-signal resume keywords
Jira Service ManagementTechnical Support ExperienceIncident ResolutionBasic SQL QueriesAWS CloudWatch
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTroubleshootingBasic ScriptingLog AnalysisRunbook Creation
Soft Skills
Problem-SolvingCommunicationTime Management
Tools & Technologies
ZendeskServiceNowBrowser Developer Tools
Industry Keywords
HealthcareTelehealthHIPAA ComplianceE-PrescribingOrder Fulfillment
Tech Stack
Tools & technologiesAWSPythonServiceNowSQL
About the role
Key responsibilities & impact- Manage the Jira Service Management incident queue during business hours
- Respond quickly to and resolve L0 incidents independently
- Provide first responses under 30 minutes for care-blocking incidents and under 4 business hours for other incidents by day 180
- Escalate issues to engineers with reproduction steps, impact, scope, and ruled-out possibilities
- Build AI-assisted runbooks for the 10 most common incident types
- Analyze incident volume data and bring recurring patterns to engineering with volume and impact data
- Resolve increasingly complex issues without escalation
- Keep engineers building by handling support incidents and reducing engineering interruptions
Requirements
What you’ll need- 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 using Jira Service Management, Zendesk, or ServiceNow, including triaging by severity and meeting response-time targets
- Track record of escalating issues to engineering with clear reproduction steps, impact, ruled-out issues, and follow-through to resolution
- Comfortable reproducing issues, reading logs, using browser developer tools, and running basic read-only SQL queries
- 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 with Python, Bash, or similar
- Authorization to work for any employer in the United States without restriction
- Must answer whether visa sponsorship is required
Benefits
Comp & perks- Equity
- Health benefits
- Fully remote role
- Employee perks
- Recognition programs
- Competitive pay