Remote Tech Support Engineer — Incident Response

Clipboard; Ciudad de México; Presencial; MXN 1.361.000 - 2.042.000; Jornada completa

Descripción de la vacante

Clipboard seeks a highly capable technical support engineer to monitor escalations and the Support queue, investigate complex product and data issues with SQL and observability tools, and manage live incidents end-to-end. You will coordinate across Support, Engineering, and Product, issue accuracy-focused writes, and drive post-incident learnings.

The role emphasizes rapid, ownership-driven responses, strong English communication, and proactive prevention thinking in a remote-global environment.

Formación

• Experience diagnosing complex product, platform, and data-layer issues with observability tools.
• Proficiency in SQL for data checks and evidence collection.
• Clear, reproducible write-ups for engineering teammates.
• Strong written and verbal English for cross-functional collaboration.

Responsabilidades

• Monitor escalation channels and the Support queue in Zendesk to detect systemic problems.
• Investigate issues using Datadog, dashboards, and SQL; escalate with evidence.
• Manage live incidents end-to-end: detect, coordinate, communicate, and close.
• Implement fixes with testing and hand-off to Engineering for review.
• Conduct Root Cause Analysis and post-incident reviews to drive improvements.
• Maintain operational workflows and spot trends for prevention.
• Document investigations and draft actionable improvement proposals.
• Uphold values of speed, ownership, and high standards.

Conocimientos

Observability tooling

Incident response

End-to-end ownership

English communication

Prioritization under pressure

Herramientas

Datadog

SQL

Sentry

Snowflake

Descripción del empleo

Clipboard seeks a highly capable technical support engineer to monitor escalations and the Support queue, investigate complex product and data issues with SQL and observability tools, and manage live incidents end-to-end. You will coordinate across Support, Engineering, and Product, issue accuracy-focused writes, and drive post-incident learnings.

The role emphasizes rapid, ownership-driven responses, strong English communication, and proactive prevention thinking in a remote-global environment.