Technical Support Engineer — Incident & RCA Expert

Clipboard

United States

Remote

USD 90,000 - 120,000

Full time

14 days+

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Job summary

Clipboard is hiring Technical Support Engineers to serve as the primary escalation layer for technical issues across our platform. You will own investigations from detection to resolution, using tools like Datadog and SQL to reproduce and validate issues before escalating to Engineering.

This remote-first role focuses on protecting platform reliability for healthcare workers and facilities, with cross-functional collaboration across Support, Engineering, and Product to deliver production-ready

Qualifications

Fluent, professional-level English communication, both written and verbal.
Ability to investigate issues with observability tools, write SQL, and reason about APIs and backend configurations.
Ownership mindset with end-to-end accountability for incidents and resolutions.

Responsibilities

Monitor escalation channels and the Tech Support queue, catching early signals of systemic problems.
Investigate complex product and data-layer issues with Datadog, dashboards, and SQL; reproduce bugs and escalate with evidence.
Handle live incidents end-to-end: detect, coordinate across teams, and communicate clearly to stakeholders.
Implement fixes where appropriate and test changes before handing off to Engineering for review.
Perform root cause analysis and post-incident reviews to prevent recurrence and improve monitoring.
Maintain operational workflows and identify trends for proactive prevention.
Document learnings and create troubleshooting guides for recurring patterns.