Senior Support Engineer

ABOUT THE ROLE

As a Support Engineer at Clutch, you'll play a key role in helping our partners compete and win in a digital-first world. You'll focus on investigating and resolving technical issues, implementing configuration changes, responding to monitoring alerts, and supporting incident response, all while ensuring issues are handled within SLAs and customers receive a high-quality support experience.

You'll work hands-on with log analysis, SQL queries, scripting, and other support tools, gaining exposure to a wide range of technical challenges. You'll collaborate closely with Customer Success, Engineering, Product, and other teams to resolve issues efficiently and improve customer outcomes.

This role is ideal for someone with a customer-centric mindset, who enjoys solving technical problems, takes pride in clear customer communication, and is eager to contribute to a collaborative team environment.

ABOUT THE TEAM

The Support Engineering team at Clutch is a growing group of 8+ experienced support engineers, led by two managers and a Director. We focus on delivering legendary support to Credit Unions while building our own foundation that will scale with the company long term.

We believe trust is built through collaboration, transparency, and follow-through. We're comfortable being bold, testing ideas, improving how we work, and raising issues early, knowing that progress comes from momentum, not perfection. When challenges arise, we lean in. We take pride in solving hard problems, staying resilient during tough times, and following through until issues are fully understood and resolved.

Above all, we value integrity and responsiveness. We communicate openly, do the right thing even when it's hard, and move quickly to support our partners at the Credit Unions. Our goal is to be a team customers and teammates trust to show up, follow through, and deliver.

If you're excited about growing alongside a team, building something meaningful over time, and having real impact on how Support Engineering operates as Clutch scales, we'd love to meet you.

WHAT YOU'LL DO

Within 3 months, you will:

- Build a strong understanding of Clutch's business, platform, customers, and support workflows

- Partner with a buddy to learn how we investigate and troubleshoot issues, handle escalations and incidents, and communicate clearly with customers

- Begin picking up tickets independently, owning investigations end to end, and knowing when to ask for help to move things forward efficiently

Within 6 months, you will:

- Independently manage your ticket queue, handling a broad range of support requests, including escalations, incident collaboration, monitoring alerts, and more complex investigations

- Use operational metrics to understand your performance and deliverables, and to align your work with team-level north-star KPIs

- Navigate escalation paths with confidence, raising issues with the appropriate teams and stakeholders when needed

- Contribute to shared knowledge by documenting known issues and learnings as knowledge base articles, feature requests, or bug reports

Within 9 months, you will:

- Share your expertise with the team through knowledge sharing and, when applicable, by supporting the onboarding of new team members

- Actively work toward a senior scope by partnering with your manager on a growth plan and taking on increasingly complex technical and operational challenges

- Proactively surface and drive improvements, whether in processes, tooling, or product, contributing to the evolution of Support Engineering beyond individual ticket resolution

WHAT YOU'LL BRING

Note: We recognize that strong candidates may not meet every preferred qualification. However, the minimum qualifications listed below are required.

Minimum qualifications

- 3-4+ years of experience in customer support, preferably in a SaaS environment with external-facing customers

- Experience supporting customers through a Service Desk platform (e.g., FreshDesk, Zendesk, Jira, Pylon)

- Ability to manage a ticket backlog using SLAs while balancing ad-hoc prioritization (escalations, urgency shifts, etc.)

- Experience providing live support in a virtual environment (e.g., Zoom or Google Meet)

- Ability to clearly explain technical concepts to non-technical audiences

- Strong written communication skills, including providing clear, contextualized updates to customers

- Technical Skills:

- Experience with SQL queries (CRUD) to support investigations and resolve customer issues (PostgreSQL experience is a plus)

- Experience with log analysis tools (e.g., Datadog, Splunk, Kibana) to identify root causes

- Ability to use scripting (e.g., Python, Bash, Shell) to solve customer or operational needs

- Ability to read and understand Python and/or TypeScript

- Familiarity with troubleshooting network and integration issues (HTTP, SSL, REST APIs, JSON