clipboard - Technical Support Engineer
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. • 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 • Application Review • Case Interview with Tech Support Team Lead • Interview with Head of Worker Experience • Important Note: Clipboard operates 24/7. Team members work 5 days within a 7-day schedule, including weekend availability. Shifts are assigned based on business needs. • Quick Note on Scammers: • Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.
Responsibilities
• 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
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