Senior Support Engineer
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Job Description
Senior Support Engineer at Clutch resolving high-severity technical issues. Collaborate to improve support workflows and enhance customer outcomes in a B2B SaaS environment.
Responsibilities:
- Build a strong understanding of Clutch’s platform, architecture, customers, and support workflows, with a focus on identifying systemic friction and recurring failure modes
- Quickly ramp into owning complex and high-impact tickets, including tickets from our biggest and most challenging customers, escalations, and incident response, with minimal ramp time
- Establish yourself as a reliable technical partner to Support, Customer Success, and Engineering by communicating clearly, asking the right questions, showing ownership, and driving investigations forward
- Begin identifying patterns in support issues and opportunities for one-to-many improvements beyond individual cases
- Independently own the most complex investigations and executive-level escalations, driving them end to end and ensuring clear outcomes for customers and internal teams
- Lead or co-lead incident response efforts, helping coordinate communication, mitigation, and follow-up across teams
- Proactively surface patterns, data points, and insights from support work and partner with Engineering and Product to influence fixes, improvements, and roadmap decisions
- Develop reusable solutions (documentation, scripts, tooling, workflows) 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 as needed
- Be recognized as a go-to expert for specific areas of the platform, owning reliability and improvement efforts in those domains
- Actively contribute to team development by supporting onboarding, sharing knowledge, and helping raise the technical and operational bar for Support Engineering
- Partner with your manager on longer-term initiatives that improve how Support operates at scale, whether through process improvements, tooling, or product feedback loops
- Consistently operate with a senior scope, focusing not just on resolving issues, but on preventing them and improving customer outcomes systemically
Requirements:
- 6+ years of experience in customer support or support engineering, preferably in a B2B SaaS environment with external-facing customers
- Hands-on experience using SQL (PostgreSQL experience is a plus) to investigate production issues and validate hypotheses
- Experience analyzing logs across distributed systems to identify root causes
- Experience supporting SaaS implementations hosted on AWS, rollouts, and post-launch configuration changes at scale
- Demonstrated experience independently owning high-severity incidents or executive-level escalations, driving complex cross-functional issues from investigation through resolution
- Proven ability to operate within Service Desk platforms (e.g., FreshDesk, Zendesk, Pylon), independently owning cases and escalations while managing and prioritizing a backlog based on SLAs and business impact, and helping others do the same
- Strong verbal and written communication skills, including leading live troubleshooting sessions (e.g., Zoom/Google Meet) and clearly translating complex technical topics to non-technical and executive audiences.
- Ability to leverage scripting (e.g., Python, Bash, Shell) to automate workflows, build internal tools, or resolve recurring issues
- Ability to read and reason about production code (Python and/or TypeScript), including identifying likely failure points
- Strong understanding of networking and integration concepts (HTTP, SSL, REST APIs, JSON, XML) and how failures show-up in real-world environments
- Experience using Git and CLI-based tools in day-to-day investigations
- Experience responding to alerts generated by monitoring tools and participating in incident response
- Familiarity with SSO / identity provider integrations and related troubleshooting
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.
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