Technical Support Engineer

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

📋 Description

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

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

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

• Manage live incidents comprehensively from detection through to resolution.

• Collaborate across Support, Engineering, and Product teams during incident management.

• Keep stakeholders informed with clear and structured communication.

• Apply fixes when necessary, test modifications, and present them to Engineering for final approval and sign-off.

• Conduct root cause analyses and post-incident evaluations.

• Convert incidents into insights that help minimize recurrence and enhance monitoring.

• Maintain operational workflows, including geofencing, facility quizzes, and NFC.

• Identify trends for proactive prevention.

• Document troubleshooting procedures and investigative insights.

• Propose structured plans that transform recurring issues into actionable enhancements.

• Uphold Clipboard's core values, emphasizing speed, ownership, and high standards.

⛳️ Requirements

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

• Comfortable with investigating issues using observability tools like Datadog.

• Proficient in SQL to analyze data.

• Capable of reasoning about APIs, backend configurations, and feature toggles.

• Able to differentiate between UI, data, and code-related issues.

• Conduct thorough, evidence-based, and reproducible investigations.

• Experience or familiarity with Datadog, Sentry, Snowflake, or similar observability and analytics tools.

• Knowledge of SQL and the ability to read application logs.

• Background in technical support, Site Reliability Engineering (SRE), incident response, or a related engineering-adjacent role.

• Exposure to AI-assisted coding or agent tooling.

• Experience in Operations, Support, or Customer Experience (CX) environments at scale.

• Ability to work five days within a seven-day schedule, including weekends, on assigned shifts.

• Authorization to work in the country of residence.

• Reliable headset and stable wired internet connection required.

• Completion of a technical skills assessment, case study, case interview, and a voice recording explaining a technical issue to a non-technical audience.

🏝️ Benefits

• Opportunity for remote work arrangement.

• A reliable headset and stable wired internet connection are required for the remote setup.