Technical Support Engineer

ABOUT CLIPBOARD

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.

Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company https://www.ycombinator.com/topcompanies/ and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

OVERVIEW

📍 Remote - APAC

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.

WHAT YOU'LL DO

- 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

WHO WE'RE LOOKING FOR