Remote Technical Support Engineer - Platform Reliability

Clipboard

Estado de México

Remote

MXN 1,301,000 - 2,045,000

Full time

30 hours ago

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Job summary

Clipboard is hiring Technical Support Engineers to be the primary escalation layer for issues across our platform. This remote, global role focuses on diagnosing complex problems, coordinating across Support, Engineering, and Product, and delivering production-ready fixes that protect platform reliability for healthcare workers and facilities.

Fluency in English and strong diagnostic skills are essential. The role emphasizes ownership, fast resolution, and a high standard of communication, with

Qualifications

Fluent English communication and written skills.
Experience using observability tools (Datadog, etc.).
Ability to write and read SQL for data investigations.
Background in technical support, SRE, or incident response.

Responsibilities

Monitor escalation channels and the Support queue.
Investigate complex product and data-layer issues, reproduce bugs, escalate with evidence.
Handle live incidents end-to-end with cross-team coordination.
Implement fixes and test changes before engineering handoff.
Perform Root Cause Analysis and post-incident reviews.
Maintain operational workflows and monitor trends for prevention.
Create troubleshooting guides and actionable improvement proposals.
Uphold fast delivery, ownership, and high standards.

Skills

Observability tools

SQL queries

Incident response

End-to-end ownership

English fluency

Tools

Datadog

Sentry

Snowflake

Job description

Fluency in English and strong diagnostic skills are essential. The role emphasizes ownership, fast resolution, and a high standard of communication, with

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