Senior Support Engineer

Job not on LinkedIn

🕒 July 23

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟠 Senior

📞 Support Engineer

👻 Ghost score 29%

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

• Investigate and resolve technical customer issues • Implement configuration changes • Respond to monitoring alerts and support incident response • Handle issues within SLAs and provide a high-quality support experience • Perform log analysis, SQL queries, scripting, and other support-tool investigations • Collaborate with Customer Success, Engineering, Product, and other teams • Build understanding of Clutch’s business, platform, customers, and support workflows • Learn investigation, troubleshooting, escalation, incident-handling, and customer-communication processes • Pick up tickets independently and own investigations end to end • Manage a ticket queue covering support requests, escalations, incident collaboration, monitoring alerts, and complex investigations • Use operational metrics and team-level north-star KPIs to guide performance and deliverables • Navigate escalation paths and raise issues with appropriate teams and stakeholders • Document known issues and learnings as knowledge base articles, feature requests, or bug reports • Share expertise and support onboarding of new team members when applicable • Partner with the manager on a growth plan toward senior scope • Drive improvements in processes, tooling, and product beyond individual ticket resolution • Participate in scheduled PST coverage and weekend configuration-change rotations

🎯 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 • 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 • Experience with SQL queries (CRUD); PostgreSQL experience is a plus • Experience with log analysis tools (e.g., Datadog, Splunk, Kibana) • Ability to use scripting (e.g., Python, Bash, Shell) • Ability to read and understand Python and/or TypeScript • Familiarity with HTTP, SSL, REST APIs, JSON, and XML troubleshooting • 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 collaborating cross-functionally 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 • Availability for scheduled PST coverage rotation • Availability for approximately one scheduled weekend rotation every 8 weeks • Necessary documentation and authorization to work in Brazil; Clutch cannot provide sponsorship or assist with obtaining work permits

🏖️ Benefits

• Remote work from anywhere • Twice-yearly off-sites • 20 PTO days yearly • National Holidays • Stock options • Dedicated home office setup budget • Work-related trip and co-working budget