Technical Support Engineer

Job Description:

• Monitor escalation channels and the Technical Support queue in Zendesk, catching early signals of systemic problems before they reach customers
• Investigate complex product, platform, and data-layer issues using tools like Datadog, internal dashboards, and SQL, reproducing bugs and producing evidence-backed escalations to Engineering.
• Handle live incidents end-to-end, from detection to closure: React to an incident with urgency, coordinate across Support, Engineering, and Product, and keep stakeholders updated with clear, structured communication
• Implement fixes where appropriate, testing your changes before handing off to Engineering for final review and sign-off
• Perform Root Cause Analysis and post-incident reviews, translating each issue into learnings that reduce recurrence and improve monitoring
• Maintain operational workflows (geofence, facility quizzes, NFC) accurately and quickly while spotting trends for prevention
• Capture investigative learnings in clear troubleshooting guides and documentation, and submit structured proposals that turn recurring patterns into actionable improvements
• Uphold our values such as unreasonably fast, ownership, and uncomfortably high standards in every interaction

Requirements:

• Technical Fluency - You're comfortable investigating issues with observability tools (e.g., Datadog), writing SQL to interrogate data, and reasoning about APIs, backend configurations, and feature toggles. You can tell the difference between a UI, data, and code-level problem.
• Diagnostic Rigor - Every investigation you produce is thorough, evidence-based, and reproducible. You rule out config and data causes before escalating, and your write-ups are clear enough for another engineer to pick up without rework.
• End-to-End Ownership - You own problems from first report to confirmed resolution, including stakeholder updates and follow-through, with no gaps between hand-offs.
• Composure Under Pressure - You stay structured and calm during live incidents, balancing speed with accuracy and communicating clearly when stakes are high.
• Adaptability & Prioritization - You juggle structured work (incidents, bugs, workflows) with unplanned high-priority requests without letting SLAs slip.
• Systems & Prevention Thinking - You treat every issue as a chance to learn, identifying gaps in monitoring, tooling, or process and proposing fixes that prevent recurrence.
• Fluent, professional-level English communication, both written and verbal.
• Nice to Have: Experience with observability and analytics tooling (Datadog, Sentry, Snowflake, or similar), Familiarity with SQL and reading application logs, Background in technical support, SRE, incident response, or a related engineering-adjacent function, Exposure to AI-assisted coding/agent tooling, 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 weekend availability.
• Shifts are assigned based on business needs.