Remote Technical Support Engineer — Incident & Root Cause

Clipboard; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Clipboard looks for a Technical Support Engineer to act as the primary escalation point for platform issues. You will own investigations, reproduce problems, and implement fixes aligned with Engineering for production-ready resolutions.

You will work hands-on with observability tools like Datadog, SQL, and API reasoning to protect platform reliability for hundreds of thousands of healthcare workers and facilities nationwide.

Qualifications

• Fluent English communication, written and verbal.
• Thorough, evidence-based investigations with reproducibility.
• Own problems from report to resolution with clear hand-offs.
• Stay structured and calm during live incidents while resolving them.
• Balance structured incidents with high-priority requests without SLA breaches.
• Identify gaps in monitoring, tooling, or process and propose fixes.

Responsibilities

• Monitor escalation channels and the Technical Support queue in Zendesk, catching early signals of systemic problems before they reach customers
• Investigate complex product, platform, and data-layer issues using tools like Datadog, internal dashboards, and SQL, reproducing bugs and producing evidence-backed escalations to Engineering.
• Handle live incidents end-to-end, from detection to closure: React to an incident with urgency, coordinate across Support, Engineering, and Product, and keep stakeholders updated with clear, structured communication
• Implement fixes where appropriate, testing your changes before handing off to Engineering for final review and sign-off
• Perform Root Cause Analysis and post‑incident reviews, translating each issue into learnings that reduce recurrence and improve monitoring
• Maintain operational workflows (geofence, facility quizzes, NFC) accurately and quickly while spotting trends for prevention
• Capture investigative learnings in clear troubleshooting guides and documentation, and submit structured proposals that turn recurring patterns into actionable improvements
• Uphold our values such as unreasonably fast, ownership, and uncomfortably high standards in every interaction

Skills

Technical Fluency

Diagnostic Rigor

End-to-End Ownership

Composure Under Pressure

Adaptability & Prioritization

Systems & Prevention Thinking

Fluent English

Tools

Datadog

Sentry

Snowflake

SQL

APIs

Job description

Clipboard looks for a Technical Support Engineer to act as the primary escalation point for platform issues. You will own investigations, reproduce problems, and implement fixes aligned with Engineering for production-ready resolutions.

You will work hands-on with observability tools like Datadog, SQL, and API reasoning to protect platform reliability for hundreds of thousands of healthcare workers and facilities nationwide.