Support Engineer

Honeydew is seeking a Support Engineer to join their remote team, focusing on managing the incident queue in Jira Service Management. In this role, you will be responsible for responding to and resolving Level 0 incidents, ensuring that care-blocking issues are addressed swiftly, ideally within 30 minutes. You will also work to reduce the number of escalations to engineering by resolving at least 40% of incoming incidents independently within the first six months. The position requires the creation of AI-assisted runbooks for common incident types and the identification of recurring patterns to improve overall efficiency. Ideal candidates should have experience with incident management and a strong understanding of technical support processes. This role is suited for individuals who thrive in fast-paced environments and are eager to contribute to a mission-driven company focused on improving access to skin health solutions. The position is full-time and fully remote, allowing for flexibility in your work environment.