Technical Support Engineer
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Job Description
Technical Support Engineer investigating incidents and platform issues for Clipboard’s healthcare staffing marketplace. Reproducing bugs, implementing fixes, and improving reliability across APAC.
Responsibilities:
- 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
- Keep stakeholders updated with clear, structured communication
- Implement fixes where appropriate, test changes, and hand them off to Engineering for final review and sign-off
- Perform root cause analysis and post-incident reviews
- Translate incidents into learnings that reduce recurrence and improve monitoring
- Maintain operational workflows including geofence, facility quizzes, and NFC
- Capture investigative learnings in troubleshooting guides and documentation
- Submit structured proposals that turn recurring patterns into actionable improvements
- Participate in application review, skills assessment via case study, case interview, and interview with the Head of Worker Experience
Requirements:
- Comfortable investigating issues with observability tools such as Datadog
- Ability to write SQL to interrogate data
- Ability to reason about APIs, backend configurations, and feature toggles
- Ability to distinguish UI, data, and code-level problems
- Thorough, evidence-based, and reproducible investigation practices
- Clear technical write-ups that enable engineers to proceed without rework
- Ability to own problems from first report through confirmed resolution
- Ability to stay structured and calm during live incidents
- Ability to prioritize incidents, bugs, workflows, and unplanned high-priority requests without letting SLAs slip
- Fluent, professional-level English communication, written and verbal
- Experience with observability and analytics tooling such as Datadog, Sentry, Snowflake, or similar is nice to have
- Familiarity with SQL and reading application logs is nice to have
- Background in technical support, SRE, incident response, or a related engineering-adjacent function is nice to have
- Exposure to AI-assisted coding/agent tooling is nice to have
- Experience in Ops, Support, or CX environments at scale is nice to have
- Ability to work 5 days within a 7-day schedule, including weekends, on assigned shifts
- Reliable headset and stable wired internet connection
- Authorization to work in the candidate's country of residence
Benefits:
- Remote work arrangement
- Remote-first team
- Work on a mission-driven app-based healthcare staffing marketplace
- Opportunity to contribute to platform reliability serving hundreds of thousands of healthcare workers and facilities
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