Support Engineer

About the Role

As a Senior Support Engineer at Clutch, you’ll play a key role in helping our clients succeed. From tackling technical issues to troubleshooting complex problems, you’ll be the go-to person for diagnosing issues, making configuration and decisioning workflows changes, pulling data reports, and keeping communication clear and professional to build trust.

You’ll work with logs, database queries, scripts, data reports, and plenty of troubleshooting—perfect for someone who loves digging into the details!

This role is great for those with strong technical skills, great communication, and a knack for solving problems while supporting customers and teammates.

About the Team

We’re a tight-knit team of tech pros who love solving tough problems. No challenge is too big—we’ll dig deep to find the right answers every time. We’ve got each other’s backs and are always looking for ways to improve and do better as a team.

It‘s all about learning, growing, and making a difference. We don’t stop until we find the best solutions, and we’re always ready to help each other out. By working together, we deliver great results and keep getting better at what we do.

We know how to stay calm and focused, even when things get hectic. Clear communication is our thing, and we make sure our partners and the team gets the support they need. We’re all about getting the job done right, no matter what.

What You’ll Do

Within 3 months, you will:

• Get familiar with Clutch’s platform, processes, tools, and workflows

• Shadow senior team members to learn how to handle common customer interactions and internal escalations

• Start managing straightforward support cases and simple internal tickets with guidance

• Manage basic configuration changes and rate sheet updates with the team's help

Within 6 months, you will:

• Take ownership of customer support cases, including troubleshooting decisioning workflows and handling escalations.

• Handle configuration changes and rate sheet updates by yourself

• Contribute with the knowledge base by documenting recurring issues and proposing improvements to troubleshooting workflows

Within 9 months, you will:

• Resolve advanced issues in decisioning workflows and troubleshoot complex integration problems

• Handle high-risk or critical cases end-to-end, ensuring timely resolution and clear communication with management

• Actively contribute to discussions about product enhancements based on customer insights and case trends

• Shadow newer team members, sharing your knowledge and expertise

What You’ll Bring

• Strong communication: Clear and concise explanations of technical concepts and effective documentation.

• Technical skills:

  • Proficiency in a ticket / help desk system (Freshdesk, Zendesk, Jira, etc.)

  • Good knowledge about SLAs and prioritization.

  • Experience with application performance monitoring (APM) tools and log analysis.

  • Proficiency in SQL database queries.

  • Knowledge of JSON reading/writing for troubleshooting and integrations.

  • Experience with Git and CLI (shell) tools.

  • Familiarity with Python or TypeScript is a plus but not required.

• Team collaboration: Effective in cross-functional teams.

• Customer focus: Empathy and commitment to positive client experiences.

• Knowledge sharing: Desire for constant knowledge base and documentation improvements.

• Self-motivation: Eagerness to learn and adapt in a dynamic environment.

Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.

What’s 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 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.

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, we address 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. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help 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.