Technical Support Engineer
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Job Description
Technical Support Engineer investigating platform, product, and data issues for Clipboard’s healthcare staffing marketplace. Handling incidents, implementing fixes, and improving reliability for healthcare workers and facilities.
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 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
- Identify trends for prevention
- Document troubleshooting guides and investigative learnings
- Submit structured proposals turning recurring patterns into actionable improvements
- Uphold Clipboard's values, including speed, ownership, and high standards
Requirements:
- Fluent, professional-level English communication, both written and verbal
- 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 investigations
- Experience or familiarity with Datadog, Sentry, Snowflake, or similar observability and analytics tooling
- 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
- Ability to work 5 days within a 7-day schedule, including weekends, on assigned shifts
- Authorization to work in the country of residence
- Reliable headset and stable wired internet connection
- Completion of a technical skills assessment, case study, case interview, and voice recording explaining a technical problem to someone non-technical
Benefits:
- Remote work arrangement
- Reliable headset and stable wired internet connection required for the remote setup
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