Senior Support Engineer

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October 13

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Clutch

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Consulting • SaaS • Enterprise

Clutch is a results-driven consulting firm that redefines traditional consulting methods through a human-centered approach. By focusing on data-driven solutions, Clutch addresses gaps in business processes for companies of all sizes, including government entities, small businesses, and financial institutions. It specializes in marketing, communications, and event management, and utilizes proprietary tools and resources to drive transformational outcomes. Notably, Clutch applies a Human Transformation Approach to re-integrate human elements often overlooked by technology-led solutions. It offers AI-driven insights to predict and quantify human emotions, enhancing understanding and support for entrepreneurs and the startup marketplace.

51 - 200 employees

☁️ SaaS

🏢 Enterprise

📋 Description

• Build a strong understanding of Clutch’s platform, tools, support processes, and incident management workflows within 3 months. • Take ownership of routine support cases and internal tickets while maintaining clear, professional communication. • Independently perform configuration changes, rate sheet updates, and basic decisioning workflow adjustments. • Begin contributing to team documentation and playbooks by refining or adding troubleshooting steps. • Lead resolution of escalated cases, including troubleshooting decisioning workflows, managing incident communications, and coordinating across teams within 6 months. • Regularly perform advanced configuration changes, workflow improvements, and rate sheet updates with minimal oversight. • Take initiative to design and roll out process improvements that streamline support operations and reduce recurring issues. • Act as a trusted partner in cross-functional discussions, providing insights from support trends to Product and Engineering. • Begin managing small-scale projects focused on support process optimization and internal tooling improvements. • Own the escalation process for high-risk and critical cases, ensuring timely resolution and alignment across internal and external stakeholders within 9 months. • Mentor and coach newer team members, sharing your expertise in troubleshooting and process best practices. • Play an active role in building, scaling, and formalizing Support processes and guidelines to enable team efficiency as the company grows rapidly. • Take the lead in support-related projects (e.g., process redesign, tooling rollouts, incident communication frameworks), helping the Support team scale effectively with business growth. • Serve as a technical and operational reference point for peers and other teams, guiding decision-making on complex support issues.

🎯 Requirements

• Experience: At least 5 years in a technical support or similar engineering role, with proven ability to manage escalations, incident communication, and contribute to operational improvements. • Project & process management: Demonstrated experience creating and improving support processes, managing small to medium projects, and implementing scalable workflows. You thrive on identifying inefficiencies, proposing solutions, and helping the Support team grow in line with the company’s rapid pace of expansion. • Communication: Clear and concise when explaining technical concepts, skilled at both written documentation and real-time communication under pressure. • Core technical skills: • Proficiency with ticketing/help desk systems (e.g., Freshdesk, Zendesk, Jira). • Strong understanding of SLAs, incident response, and ticket prioritization. • Ability to read and write JSON for troubleshooting and integrations. • Experience using Git and CLI (shell) tools. • Familiarity with log analysis and database queries. • Hands-on experience with incident management processes and tooling. • Previous experience with managing projects and processes, specially related to Support teams. • Highly desirable skills: • Experience in a fintech or banking environment. • Advanced use of APM tools and alerting systems. • Understanding of networking concepts and protocols such as HTTP. • Ability to read and understand Python or TypeScript code. • Collaboration: Skilled at working with cross-functional teams to resolve complex technical issues and drive product improvements. • Customer focus: Empathetic and committed to delivering excellent experiences, even under high-pressure situations. • Knowledge sharing: A proactive contributor to documentation, playbooks, and internal training. • Leadership mindset: Self-motivated, adaptable, and capable of guiding others while driving improvements to processes, tools, and operations to support a fast-growing company.

🏖️ Benefits

• Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly. • Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas. • Paid Time Off and National Holidays: Enjoy 20 PTO days yearly and the National Holidays for relaxation and rejuvenation. • Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package. • Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials. • Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.