{"id":2110395,"url":"https://alion.io/job/honeydew-support-engineer","title":"Support Engineer","company":{"id":4863,"name":"Honeydew","domain":"honeydew.com","url":"https://alion.io/company/honeydew","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":143000,"period":"year","method":"role_country_seniority_unknown","sample_n":1646},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Amazon CloudWatch","optional":true},{"name":"AWS","optional":true},{"name":"HIPAA","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-08T20:47:31Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T16:25:18Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Mission\nOur 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.\nAbout Honeydew\nHoneydew 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.\nThe Opportunity\nWhen 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.\nWhat You'll Build (Your First 6 Months)\nOwnership 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\n\nFewer engineering escalations: at least 40% of incoming incidents resolved without engineering by day 180, with every escalation arriving with repro steps, impact, and scope\n\nA 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\n\nHow You'll Make an Impact\nRun the queue. You'll manage the Jira Service Management incident queue, responding quickly and resolving L0 issues yourself.\nEscalate 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.\nBuild 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.\nGrow into harder problems. Over time, you're expected to resolve more complex issues without escalating.\nWhat We're Looking For\nThe Non-Negotiables:\n2+ years in technical support: helpdesk, application support, or a similar role supporting a web-based product, working incidents from intake to resolution.\n\nExperience 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.\n\nEscalating 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.\n\nHands-on troubleshooting: comfortable reproducing issues, reading logs, using browser dev tools, and running basic read-only SQL queries to investigate.\n\nThe Nice-to-Haves:\nExperience in healthcare, telehealth, or another HIPAA-regulated environment\n\nExperience writing knowledge base articles, runbooks, or troubleshooting guides\n\nFamiliarity with AWS, especially CloudWatch logs\n\nExposure to pharmacy, e-prescribing, or order fulfillment workflows\n\nBasic scripting (Python, bash, or similar) to automate repetitive tasks\n\nYou'll Thrive Here If…\nYou reply fast and keep replying fast, even when the queue is busy\n\nYou can pick the incident that matters most when several arrive at once\n\nYou explain fixes in plain language so people don't have to come back with questions\n\nYou write things down so the next person can run them\n\nYou want to take on harder problems over time rather than hand them off\n\nWhy Honeydew?\nReal Ownership:\nYou'll own the incident queue and your response times - this isn't a role where accountability disappears into a committee.\nMission-Critical Work:\nWhen an incident blocks care, how fast you respond matters to the people delivering it.\nTotal Rewards:\nCompetitive pay, equity, health benefits, and a fully remote role, plus employee perks and recognition programs.","description_format":"text","description_chars":4190,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telemedicine & Virtual Care","Dermatology"],"lifecycle":[{"event":"open","at":"2026-10-08T22:03:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":33,"reasons":["conf:3","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/honeydew-support-engineer","json_url":"https://alion.io/job/honeydew-support-engineer.json","meta":{"generated_at":"2026-10-12T17:51:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28653,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4863},"rest":"https://alion.io/mcp/rest/get_company?id=4863"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhoneydew-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhoneydew-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhoneydew-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/honeydew-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhoneydew-support-engineer"}]}