Senior Support Engineer at Clutch

About the Role

As a Senior Support Engineer at Clutch, you will take on broader ownership and greater impact, helping partners compete and win by resolving technical issues at scale. Beyond handling high severity and high complexity cases, you will lead incident response, improve support workflows, and look past individual symptoms to ensure systemic issues are properly addressed.

You will work with log analysis, SQL, scripting, AI, and internal tooling, but your impact will not be limited to individual tickets. You will spot recurring patterns, build one to many solutions that colleagues can reuse, and collaborate closely with Engineering and Product by delivering high quality data, insights, and feedback that shape roadmap decisions and product improvements.

This role suits someone who combines strong technical knowledge with sound judgment, customer empathy, and a drive to multiply their impact by improving systems, developing teammates, and shaping how Support operates as Clutch scales.

About the Team

The Support Engineering team is a growing group of 13 experienced support engineers, led by two managers and a director. The team focuses on delivering legendary support to Credit Unions while building a foundation that will scale with the company long term.

The team believes trust is built through collaboration, transparency, and follow through. Members are comfortable being bold, testing ideas, improving how they work, and raising issues early, knowing progress comes from momentum rather than perfection. When challenges arise, they lean in. They take pride in solving hard problems, staying resilient during tough times, and following through until issues are fully understood and resolved.

Above all, the team values integrity and responsiveness. They communicate openly, do the right thing even when it is hard, and move quickly to support partners at the Credit Unions. The goal is to be a team that customers and teammates trust to show up, follow through, and deliver. If you are excited about growing with a team, building something meaningful over time, and having real impact on how Support Engineering operates as Clutch scales, this could be a great fit.

What You Will Do

Within 3 months, you will:

• 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 the 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

Within 6 months, you will:

• 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 such as documentation, scripts, tooling, and AI 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

Within 9 months, you will:

• 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

What You Will Bring

• 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 (DataDog experience is a plus)
• 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

Nice to Have

• 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

Please note that this role may evolve as business needs change, so flexibility and adaptability are appreciated.

What Is In It For You

• 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 means having a stake in the company's success, so you will 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

About Us

Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well being, Clutch addresses the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt.

Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. The mission extends beyond mere financial transactions; the company strives to fundamentally enhance the way credit unions interact with their members. By integrating cutting edge technologies and user centric designs, Clutch helps credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member focused service inherent to credit unions.

Please note: This position is offered on a contractor basis. Applicants must have the necessary documentation and authorization to work in the country where the job is located. Clutch cannot provide sponsorship or assist with obtaining work permits for this role.

A Note About AI at Clutch

Clutch loves AI. The team uses it often and encourages everyone to creatively and effectively leverage AI tools in their work. If you join Clutch, you are encouraged to bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. That said, during the interview process, the company wants to hear your thoughts. Please approach interviews without the use of AI tools, as the goal is to understand how you think, solve problems, and communicate. Once you are in the seat, bring on the prompts.