Technical Support Engineer

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. They are a leader in Long-Term Care staffing and have been profitable since 2022.