This is a fully remote position, open to applicants in Alabama, +19 more states.

📋 Description

• Oversee the Jira Service Management incident queue during business hours.

• Quickly address and resolve Level 0 incidents independently.

• Provide initial responses within 30 minutes for critical incidents and within 4 business hours for other incidents by day 180.

• Escalate issues to engineers, including reproduction steps, impact assessment, scope, and eliminated possibilities.

• Develop AI-assisted runbooks for the ten most common types of incidents.

• Analyze incident volume data and communicate recurring patterns to engineering, supported by volume and impact metrics.

• Resolve progressively complex issues without necessitating escalation.

• Enable engineers to focus on development by managing support incidents and minimizing engineering disruptions.

⛳️ Requirements

• Minimum of 2 years in technical support, including helpdesk, application support, or a comparable role assisting a web-based product, managing incidents from initiation to resolution.

• Proficient in managing a ticket queue using Jira Service Management, Zendesk, or ServiceNow, with experience in triaging by severity and fulfilling response-time objectives.

• Proven history of escalating issues to engineering with precise reproduction steps, impact details, ruled-out issues, and follow-through to resolution.

• Comfortable with reproducing issues, analyzing logs, utilizing browser developer tools, and executing basic read-only SQL queries.

• Experience in healthcare, telehealth, or another HIPAA-regulated setting.

• Skilled in writing knowledge base articles, runbooks, or troubleshooting documentation.

• Familiar with AWS, particularly CloudWatch logs.

• Exposure to pharmacy, e-prescribing, or order fulfillment processes.

• Basic scripting abilities in Python, Bash, or similar programming languages.

• Authorization to work for any employer in the United States without restrictions.

• Must indicate whether visa sponsorship is required.