Remote Technical Support Engineer – Incident Diagnostics

Clipboard; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Clipboard is hiring Technical Support Engineers to serve as the primary escalation layer for technical issues across our platform, owning investigation, reproduction, and agent-assisted fixes to turn noisy reports into validated, high-signal work for Engineering.

This remote-first position emphasizes hands-on problem solving, diagnostic rigor, and clear communication to protect platform reliability for healthcare workers and facilities nationwide.

Qualifications

• Experience with observability tools (Datadog) and SQL proficiency.
• Ability to investigate issues end-to-end with a data-driven approach.
• Strong written and verbal English communication.
• Experience in incident response or SRE is a plus.

Responsibilities

• Monitor escalation channels and the Technical Support queue.
• Investigate complex product, platform, and data-layer issues using tools like Datadog, dashboards, and SQL.
• Handle live incidents end-to-end: detect, coordinate, and communicate with stakeholders.
• Implement fixes where appropriate and test changes before handing off to Engineering.
• Perform Root Cause Analysis and post-incident reviews to reduce recurrence.
• Maintain operational workflows and spot trends for prevention.
• Capture investigative learnings in troubleshooting guides and proposals.
• Uphold values like ownership and high standards in every interaction.

Skills

Technical Fluency

Diagnostic Rigor

End-to-End Ownership

Composure Under Pressure

Adaptability & Prioritization

Systems & Prevention Thinking

Fluent English communication

Tools

Datadog

Sentry

Snowflake

SQL

Job description

Clipboard is hiring Technical Support Engineers to serve as the primary escalation layer for technical issues across our platform, owning investigation, reproduction, and agent-assisted fixes to turn noisy reports into validated, high-signal work for Engineering.

This remote-first position emphasizes hands-on problem solving, diagnostic rigor, and clear communication to protect platform reliability for healthcare workers and facilities nationwide.