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SeniorContractTypeScriptPythonRustAWSPostgreSQLREST APIGitGoAI
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Engineer at Clutch to help our partners compete and win by solving technical issues at scale. This role involves resolving high-severity and high-complexity cases, leading incident response, and driving improvements to support workflows.
Key Responsibilities
- →Build a strong understanding of Clutch’s platform, architecture, customers, and support workflows
- →Own complex and high-impact tickets, including escalations and incident response
- →Establish yourself as a reliable technical partner to Support, Customer Success, and Engineering
- →Identify patterns in support issues and opportunities for one-to-many improvements
- →Independently own the most complex investigations and executive-level escalations
- →Lead or co-lead incident response efforts
- →Proactively surface patterns, data points, and insights from support work
- →Develop reusable solutions that reduce repeat issues and raise the effectiveness of the broader Support team
- →Act as a technical point of contact for peers, providing guidance, reviews, and informal mentorship
- →Be recognized as a go-to expert for specific areas of the platform
- →Contribute to team development by supporting onboarding, sharing knowledge, and helping raise the technical and operational bar
- →Partner with your manager on longer-term initiatives that improve how Support operates at scale
Requirements
- ✓6+ years of experience in customer support or support engineering, preferably in a B2B SaaS environment
- ✓Hands-on experience using SQL to investigate production issues and validate hypotheses
- ✓Experience analyzing logs across distributed systems to identify root causes
- ✓Experience supporting SaaS implementations hosted on AWS
- ✓Demonstrated experience independently owning high-severity incidents or executive-level escalations
- ✓Experience using Service Desk platforms
- ✓Strong verbal and written communication skills
- ✓Ability to leverage scripting to automate workflows, build internal tools, or resolve recurring issues
- ✓Ability to read and reason about production code
- ✓Strong understanding of networking and integration concepts
- ✓Experience using Git and CLI-based tools
- ✓Experience responding to alerts generated by monitoring tools
- ✓Familiarity with SSO / identity provider integrations
Benefits
- ★Remote Flexibility
- ★Unforgettable Off-Sites
- ★Paid Time Off and National Holidays
- ★Stock Options
- ★Home Office Setup
- ★Work Trip Budget
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