Technical Support Engineer

This is a fully remote position, open to applicants in Asia.

📋 Description

• Oversee escalation channels and the Technical Support queue within Zendesk.

• Examine intricate product, platform, and data layer challenges utilizing Datadog, internal dashboards, and SQL.

• Reproduce software bugs and create evidence-supported escalations for the Engineering team.

• Manage live incidents comprehensively from detection to resolution.

• Collaborate with Support, Engineering, and Product teams during incidents.

• Provide stakeholders with updates through clear and organized communication.

• Implement appropriate fixes, test modifications, and hand them off to Engineering for final review and approval.

• Conduct root cause analyses and post-incident evaluations.

• Transform incidents into insights that minimize recurrence and enhance monitoring.

• Maintain operational workflows such as geofencing, facility quizzes, and NFC.

• Document investigative insights in troubleshooting guides and other documentation.

• Present structured proposals that convert recurring issues into actionable enhancements.

• Engage in application reviews, skill assessments through case studies, case interviews, and interviews with the Head of Worker Experience.

⛳️ Requirements

• Proficient in investigating issues using observability tools like Datadog.

• Capable of writing SQL queries to analyze data.

• Ability to understand APIs, backend configurations, and feature toggles.

• Skilled at differentiating UI, data, and code-level issues.

• Meticulous, evidence-based, and reproducible investigation techniques.

• Ability to produce clear technical documentation that allows engineers to proceed without additional work.

• Competent in managing issues from initial report to confirmed resolution.

• Capable of maintaining composure and structure during live incidents.

• Proficient in prioritizing incidents, bugs, workflows, and urgent requests without compromising SLAs.

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

• Experience with observability and analytics tools such as Datadog, Sentry, Snowflake, or similar is advantageous.

• Familiarity with SQL and the ability to read application logs is a plus.

• Background in technical support, SRE, incident response, or a related engineering-adjacent role is desirable.

• Exposure to AI-assisted coding or agent tooling is beneficial.

• Experience in Operations, Support, or Customer Experience environments at scale is a plus.

• Availability to work 5 days within a 7-day period, including weekends, on assigned shifts.

• Reliable headset and a stable wired internet connection are required.

• Must have authorization to work in the candidate's country of residence.

🏝️ Benefits

• Opportunity to work remotely.

• Part of a remote-first team.

• Contribute to a mission-driven app-based healthcare staffing marketplace.

• Play a role in enhancing platform reliability for hundreds of thousands of healthcare workers and facilities.