Clipboard

Technical Support Engineer

Remote (APAC). Posted 8 days ago

The role

Technical Support Engineers act as the primary escalation layer for technical issues across the platform. You will investigate, reproduce, and implement agent-assisted fixes for complex product, platform, and data-layer issues.

What you will do

  • Monitor escalation channels and the Technical Support queue in Zendesk
  • Investigate complex product, platform, and data-layer issues using Datadog, internal dashboards, and SQL
  • Reproduce bugs and produce evidence-backed escalations to Engineering
  • Handle live incidents end-to-end from detection to closure
  • Coordinate across Support, Engineering, and Product during incidents
  • Implement fixes where appropriate and test changes before Engineering review
  • Perform Root Cause Analysis and post-incident reviews
  • Maintain operational workflows including geofence, facility quizzes, and NFC
  • Capture investigative learnings in troubleshooting guides and documentation
  • Submit structured proposals to turn recurring patterns into actionable improvements

Required qualifications

  • Comfortable investigating issues with observability tools like Datadog
  • Ability to write SQL to interrogate data
  • Ability to reason about APIs, backend configurations, and feature toggles
  • Ability to produce thorough, evidence-based, and reproducible investigations
  • Ability to own problems from first report to confirmed resolution
  • Ability to stay structured and calm during live incidents
  • Ability to juggle structured work with unplanned high-priority requests
  • Fluent, professional-level English communication, both written and verbal

Nice to have

  • Experience with observability and analytics tooling (Datadog, Sentry, Snowflake, or similar)
  • Familiarity with SQL and reading application logs
  • Background in technical support, SRE, incident response, or a related engineering-adjacent function
  • Exposure to AI-assisted coding/agent tooling
  • Experience in Ops, Support, or CX environments at scale

Before you apply

  • Skills Assessment via Case Study
  • Case Interview with Tech Support Team Lead
  • Interview with Head of Worker Experience

About the company

Clipboard is a remote-first team of over 1,000 people that connects healthcare professionals with workplaces through an app-based marketplace. Founded in 2016, they are a leader in Long-Term Care staffing.