Support Engineer

Job Summary

As the first line of response, the full-time Support Engineer will manage the incident queue in Jira Service Management, resolving L0 issues and escalating complex cases while ensuring minimal disruption to engineering efforts in a remote environment.

Key responsibilities

• Manage the Jira Service Management incident queue, responding to and resolving L0 issues efficiently
• Escalate incidents to engineering with clear reproduction steps, impact, and scope to reduce follow-up questions
• Develop AI-assisted runbooks and identify recurring incident patterns to enhance the support knowledge base

Required qualifications

• 2+ years of experience in technical support for web-based products, managing incidents from intake to resolution
• Proficiency in using ticketing tools like Jira Service Management, including triaging and meeting response-time targets
• Demonstrated ability to escalate issues to engineering with detailed documentation of reproduction steps and impact
• Hands-on troubleshooting skills, including reading logs and running basic read-only SQL queries
• Experience in healthcare or HIPAA-regulated environments is a plus