Technical Support Engineer

Clipboard Health
Mexico City
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Ownership","Diagnostic rigor","Evidence-based analysis","Composure under pressure","Stakeholder communication","Adaptability","Problem-solving"]

Act as the primary escalation layer for technical issues across the platform by monitoring Zendesk and investigating complex product, platform, and data-layer problems. Reproduce bugs, use observability tools and SQL to produce evidence-backed escalations to Engineering, and handle live incidents end-to-end from detection through closure. Where appropriate, implement and test fixes, perform root-cause analysis, and document learnings that improve monitoring and reduce recurrence.

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FursaFursa
Clipboard Health
Clipboard Health
2 months ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Act as the primary escalation layer for technical issues across the platform by monitoring Zendesk and investigating complex product, platform, and data-layer problems. Reproduce bugs, use observability tools and SQL to produce evidence-backed escalations to Engineering, and handle live incidents end-to-end from detection through closure. Where appropriate, implement and test fixes, perform root-cause analysis, and document learnings that improve monitoring and reduce recurrence.
Location: Mexico City
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Monitor escalation channels and the Technical Support queue in Zendesk to catch early signals of systemic issues.
  • •Investigate complex product, platform, and data-layer issues using Datadog, internal dashboards, and SQL; reproduce bugs and escalate with evidence to Engineering.
  • •Handle live incidents end-to-end, coordinating across Support, Engineering, and Product and providing clear stakeholder updates.
  • •Implement fixes where appropriate, testing changes before handing off to Engineering for final review and sign-off.
  • •Perform root cause analysis and post-incident reviews, and document troubleshooting guides and proposals to prevent recurrence.

Key Requirements

  • •Comfort investigating issues using observability tools (e.g., Datadog) and writing SQL to interrogate data.
  • •Ability to reason about APIs, backend configurations, and feature toggles, and distinguish UI vs. data vs. code-level problems.
  • •Produce thorough, evidence-based, and reproducible investigations with clear write-ups for engineers to pick up without rework.
  • •Own issues end-to-end from first report to confirmed resolution, including stakeholder updates and follow-through.
  • •Communicate fluently in professional-level English, both written and verbal.
Skills:OwnershipDiagnostic rigorEvidence-based analysisComposure under pressureStakeholder communicationAdaptabilityProblem-solving
Languages:English
Tech Stack:ZendeskDatadogSQLAPIsFeature togglesInternal dashboardsSentrySnowflakeApplication logsNFCGeofence

Company Brief

Clipboard Health
Clipboard Health operates an app-based marketplace that connects nurses, CNAs, and other healthcare professionals with facilities needing to fill open shifts, providing flexible work opportunities and real‑time shift matching.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Growth: Growth Stage Startup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2016
Glassdoor
Glassdoor: 3.8
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