Technical Support Engineer

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Monitor escalation channels and the Technical Support queue in Zendesk to identify early signs of systemic issues before they impact customers.

• Investigate intricate product, platform, and data-layer challenges utilizing tools such as Datadog, internal dashboards, and SQL, reproducing bugs and creating evidence-supported escalations to Engineering.

• Manage live incidents from detection to resolution: Respond to incidents with urgency, coordinate efforts across Support, Engineering, and Product teams, and provide stakeholders with clear and structured communication updates.

• Implement solutions where necessary, testing your modifications prior to handing them over to Engineering for final review and approval.

• Conduct Root Cause Analysis and post-incident reviews, transforming each issue into lessons that decrease recurrence and enhance monitoring capabilities.

• Accurately and swiftly maintain operational workflows (geofence, facility quizzes, NFC) while identifying trends for preventive measures.

• Document investigative insights in clear troubleshooting guides and proposals that translate recurring issues into actionable improvements.

• Embody our core values such as unreasonably fast, ownership, and uncomfortably high standards in all interactions.

⛳️ Requirements

• Technical Fluency - Comfortable investigating issues using observability tools (e.g., Datadog), writing SQL to analyze data, and understanding APIs, backend configurations, and feature toggles. Able to differentiate between UI, data, and code-level problems.

• Diagnostic Rigor - Every investigation is meticulous, evidence-based, and reproducible. You eliminate configuration and data causes before escalating, and your documentation is clear enough for another engineer to understand without additional work.

• End-to-End Ownership - You take full responsibility for problems from initial report to confirmed resolution, including updating stakeholders and ensuring follow-through, with no gaps in hand-offs.

• Composure Under Pressure - Maintain structure and calmness during live incidents, balancing speed and accuracy while communicating clearly in high-stakes situations.

• Adaptability & Prioritization - Effectively manage structured tasks (incidents, bugs, workflows) alongside unplanned high-priority requests without compromising SLAs.

• Systems & Prevention Thinking - View every issue as an opportunity to learn, identifying gaps in monitoring, tools, or processes and suggesting solutions that prevent future occurrences.

• Fluent, professional-level English communication skills, both written and verbal.

• Nice to Have: Experience with observability and analytics tools (Datadog, Sentry, Snowflake, or similar), familiarity with SQL and application log analysis, background in technical support, SRE, incident response, or related engineering roles, exposure to AI-assisted coding/agent tools, and experience in Ops, Support, or CX environments at scale.

🏝️ Benefits

• Clipboard operates 24/7.

• Team members work 5 days within a 7-day schedule, including availability on weekends.

• Shifts are assigned based on business requirements.