Technical Support Engineer
Job description
About the role
This role is designed for a meticulous problem solver who finds satisfaction in untangling intricate technical scenarios and safeguarding the reliability of our platform for healthcare professionals. You will act as the central hub for the most demanding technical challenges, applying deep analytical skills to dissect issues and deliver resolutions that protect our high standards of user experience. The position requires a disciplined mindset capable of managing complex investigations from initial hypothesis through to verified resolution. You will own the lifecycle of difficult cases, ensuring no detail is overlooked and no communication is left unclear. Success in this role means becoming the trusted expert that clinicians and internal teams rely on when systems behave unexpectedly. You will translate ambiguous reports into concrete technical actions, bridging the gap between user impact and backend reality. Your work will directly influence the stability and trustworthiness of the tools that support critical healthcare workflows.
Key facts
What you'll do
Investigate and resolve technical problems reported through support channels, identifying systemic issues before they impact users. Analyze product, platform, and data-related incidents using diagnostic tools, reproducing bugs and preparing detailed escalations for the engineering team. Manage live incidents from start to finish, coordinating with different teams and providing clear updates to stakeholders. Implement and test fixes for technical issues when appropriate, before handing off for final engineering review. Conduct root cause analysis for incidents and contribute to post-incident reviews to prevent future occurrences. Maintain operational workflows and identify trends that could lead to proactive problem prevention. Document troubleshooting steps and create proposals for improving processes and tooling. Monitor system health indicators and respond to anomalies detected by observability platforms. Serve as the primary liaison between end users and engineering teams during complex outages. Challenge initial assumptions by asking targeted questions that reveal the true nature of the problem. Perform regular audits of support documentation to ensure accuracy and relevance for future incidents. Optimize the use of internal dashboards to track metrics that highlight emerging risks in real time. Collaborate with product managers to clarify feature behaviors that are often misunderstood by users. Provide feedback based on support interactions to influence product roadmaps and reduce friction points.
Requirements
Proficiency in investigating technical issues using observability tools, writing SQL queries, and understanding APIs and system configurations. Ability to conduct thorough, evidence-based investigations that are reproducible and clearly documented. Demonstrated ownership of problems from initial report to resolution, including managing stakeholder communication. Capacity to remain calm and organized during critical incidents, communicating effectively under pressure. Skill in managing multiple priorities and adapting to urgent requests without compromising service levels. A proactive approach to identifying system weaknesses and proposing solutions to prevent recurring problems. Fluent written and spoken English.
Nice to have
Experience with observability and analytics platforms such as Datadog, Sentry, or Snowflake. Familiarity with SQL and analyzing application logs. Previous experience in technical support, site reliability engineering, incident response, or a similar technical role. Exposure to AI-assisted coding or agent tools. Experience in operations, support, or customer experience roles at scale.
Practical notes
This is a remote position open to candidates outside of the U.S. Clipboard operates 24/7, and team members work a 5-day schedule within a 7-day period, which may include weekend availability. Specific shifts will be assigned based on business needs. The hiring process includes an application review, a case study assessment, an interview with the Tech Support Team Lead, and an interview with the Head of Worker Experience.
Skills & tools
Observability tools (e.g., Datadog) SQL Zendesk Datadog Internal Dashboards SQL APIs Backend Configurations Feature Toggles
About the role
This role is for someone who enjoys solving complex technical puzzles and ensuring our platform runs smoothly for healthcare professionals. You will be the main point of contact for escalated technical challenges, investigating and resolving issues to maintain a high-quality user experience.
What you'll do
You will investigate and resolve technical problems reported through support channels, identify systemic issues before they impact users, analyze product, platform, and data-related incidents using diagnostic tools, reproduce bugs, and prepare detailed escalations for the engineering team. You will manage live incidents from start to finish, coordinate with different teams, and provide clear updates to stakeholders. You will implement and test fixes for technical issues when appropriate, then hand off for final engineering review. You will conduct root cause analysis for incidents and contribute to post-incident reviews to prevent future occurrences. You will maintain operational workflows and identify trends that could lead to proactive problem prevention. You will document troubleshooting steps and create proposals for improving processes and tooling.
Requirements
You must demonstrate proficiency in investigating technical issues using observability tools, writing SQL queries, and understanding APIs and system configurations. You must conduct thorough, evidence-based investigations that are reproducible and clearly documented. You must show ownership of problems from initial report to resolution, including stakeholder communication. You must remain calm and organized during critical incidents, communicating effectively under pressure. You must manage multiple priorities and adapt to urgent requests without compromising service levels. You must take a proactive approach to identifying system weaknesses and proposing solutions to prevent recurring problems. Fluent written and spoken English is required.
Nice to have
Experience with observability and analytics platforms such as Datadog, Sentry, or Snowflake is valued. Familiarity with SQL and analyzing application logs is beneficial. Previous experience in technical support, site reliability engineering, incident response, or similar technical roles is advantageous. Exposure to AI-assisted coding or agent tools is noted. Experience in operations, support, or customer experience roles at scale is relevant.
Practical notes
The position is remote and open to candidates outside of the U.S. Clipboard operates 24/7, with team members working a 5-day schedule within a 7-day period that may include weekend availability. Specific shifts are assigned based on business needs. The hiring process includes application review, a case study assessment, an interview with the Tech Support Team Lead, and an interview with the Head of Worker Experience.