Technical Support Engineer

Clipboard Health

. Monitor escalation channels and the Technical Support queue in Zendesk .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management, technical support, and root cause analysis, with a strong ability to communicate effectively in English. Proficient in using observability tools like Datadog and SQL for data interrogation and troubleshooting.

Highest-signal resume keywords

Incident ManagementSQL ProficiencyDatadog ExperienceTechnical Support BackgroundEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLRoot Cause AnalysisTroubleshootingEvidence-Based InvestigationsAPI Reasoning

Soft Skills

Clear CommunicationAttention to DetailProblem-Solving

Tools & Technologies

DatadogSentrySnowflakeZendesk

Industry Keywords

Technical SupportSREIncident ResponseCX EnvironmentsObservability Tools

Tech Stack

Tools & technologies

SnowflakeSQL

About the role

Key responsibilities & impact

Monitor escalation channels and the Technical Support queue in Zendesk
Investigate complex product, platform, and data-layer issues using Datadog, internal dashboards, and SQL
Reproduce bugs and produce evidence-backed escalations to Engineering
Handle live incidents end-to-end from detection to closure
Coordinate across Support, Engineering, and Product during incidents
Keep stakeholders updated with clear, structured communication
Implement fixes where appropriate, test changes, and hand them to Engineering for final review and sign-off
Perform root cause analysis and post-incident reviews
Translate incidents into learnings that reduce recurrence and improve monitoring
Maintain operational workflows including geofence, facility quizzes, and NFC
Identify trends for prevention
Document troubleshooting guides and investigative learnings
Submit structured proposals turning recurring patterns into actionable improvements
Uphold Clipboard's values, including speed, ownership, and high standards

Requirements

What you’ll need

Fluent, professional-level English communication, both written and verbal
Comfortable investigating issues with observability tools such as Datadog
Ability to write SQL to interrogate data
Ability to reason about APIs, backend configurations, and feature toggles
Ability to distinguish UI-, data-, and code-level problems
Thorough, evidence-based, and reproducible investigations
Experience or familiarity with Datadog, Sentry, Snowflake, or similar observability and analytics tooling
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
Ability to work 5 days within a 7-day schedule, including weekends, on assigned shifts
Authorization to work in the country of residence
Reliable headset and stable wired internet connection
Completion of a technical skills assessment, case study, case interview, and voice recording explaining a technical problem to someone non-technical

Benefits

Comp & perks

Remote work arrangement
Reliable headset and stable wired internet connection required for the remote setup