Technical Support Engineer
Remote
Job Summary
Monitor escalation channels in Zendesk to catch early signals of systemic problems, then investigate complex product, platform, and data-layer issues using Datadog, internal dashboards, and SQL. Handle live incidents end-to-end from detection to closure, coordinating across Support, Engineering, and Product while implementing fixes where appropriate and testing changes before Engineering review. Perform Root Cause Analysis and post-incident reviews to translate issues into learnings that reduce recurrence, and maintain operational workflows like geofencing and facility quizzes while capturing investigative learnings in troubleshooting guides. Work 5 days within a 7-day schedule with weekend availability, operating 24/7 to protect platform reliability for hundreds of thousands of healthcare workers.
Required Qualifications
- Fluent, professional-level English communication, both written and verbal
- Must be available for weekend availability
- Team members work 5 days within a 7-day schedule
- Shifts are assigned based on business needs
- Comfortable investigating issues with observability tools (e.g., Datadog)
- Writing SQL to interrogate data
- Reasoning about APIs, backend configurations, and feature toggles
- Ability to tell the difference between a UI, data, and code-level problem
- Every investigation you produce is thorough, evidence-based, and reproducible
- Rule out config and data causes before escalating
- Write-ups are clear enough for another engineer to pick up without rework
- Own problems from first report to confirmed resolution
- Include stakeholder updates and follow-through
- Stay structured and calm during live incidents
- Balance speed with accuracy
- Communicate clearly when stakes are high
- Juggle structured work (incidents, bugs, workflows) with unplanned high-priority requests
- Prevent SLAs from slipping
- Treat every issue as a chance to learn
- Identify gaps in monitoring, tooling, or process
- Propose fixes that prevent recurrence
- Capture investigative learnings in clear troubleshooting guides and documentation
- 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
Desired Qualifications
- 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
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