Senior Support Engineer

Job not on LinkedIn

🔥 18 minutes ago

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Clutch

WebsiteLinkedInAll Job Openings

51 - 200 employees

📣 Marketing

✈️ Travel

💼 Consulting

Marketing • Travel • Consulting

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.

📋 Description

• Resolve high-severity and high-complexity technical support cases • Lead incident response and coordinate communication, mitigation, and follow-up • Own complex investigations and executive-level escalations end to end • Analyze logs, SQL data, scripts, AI, and internal tooling to investigate production issues • Identify recurring support patterns and systemic failure modes • Develop reusable documentation, scripts, tooling, and AI workflows • Partner with Engineering and Product to influence fixes, improvements, and roadmap decisions • Provide technical guidance, reviews, informal mentorship, onboarding support, and knowledge sharing • Improve support workflows, processes, tooling, and product feedback loops at scale • Support Credit Unions by delivering technical solutions and improving customer outcomes

🎯 Requirements

• 6+ years of experience in customer support or support engineering • Preferably experience in a B2B SaaS environment with external-facing customers • Hands-on SQL experience; PostgreSQL is a plus • Experience analyzing logs across distributed systems; DataDog is a plus • Experience supporting SaaS implementations hosted on AWS, rollouts, and post-launch configuration changes at scale • Experience independently owning high-severity incidents or executive-level escalations • Experience operating within Service Desk platforms such as FreshDesk, Zendesk, or Pylon • Strong verbal and written communication skills • Ability to use scripting such as Python, Bash, or Shell • Ability to read and reason about production code in Python and/or TypeScript • Understanding of networking and integration concepts including HTTP, SSL, REST APIs, JSON, and XML • Experience using Git and CLI-based tools • Experience responding to monitoring alerts and participating in incident response • Familiarity with SSO and identity provider integrations • Necessary documentation and authorization to work in Brazil; Clutch cannot provide sponsorship or work permits

🏖️ Benefits

• Remote work from anywhere • Twice-yearly off-sites • 20 PTO days yearly • National holidays • Stock options • Home office setup budget • Work-related travel and co-working budget