Senior Support Engineer

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🔥 9 minutes ago

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Clutch

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

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.

📋 Description

• 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 • 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 • 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

🎯 Requirements

• 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, XML) • Experience using Git and CLI-based tools • Experience supporting SaaS platforms hosted on AWS • Experience working tickets generated by monitoring tools • Familiarity with SSO / identity provider integrations • Experience with cross-functional collaboration with Engineering, Product, Customer Success, and other teams • Experience supporting SaaS implementations, rollouts, and post-launch configuration changes • Familiarity with basic project and change management practices

🏖️ 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.