Senior Technical Support Engineer
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- Non U.
Want to sit at the intersection of Support, Engineering, and Product? Clipboard is hiring Technical Support Engineers (TSEs) to act as the primary escalation layer for technical issues across our platform. You'll own the investigation, reproduction, and
- where applicable
- agent-assisted fix implementation that turns noisy customer reports into validated, high-signal work, so Engineering only receives production-ready problems for final review. This is a hands-on, high-ownership role for people who love digging into hard problems with real diagnostic tools, who care about getting to the root cause rather than just clearing a queue, and who want their investigations to directly protect platform reliability for hundreds of thousands of healthcare workers and the facilities that depend on them. 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. 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 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. You rule out config and data causes before escalating, and your write-ups are clear enough for another engineer to pick up without rework. 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 Shifts are assigned based on business needs.
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