[Hiring] Senior Support Engineer II @Clutch

Role Description

As a Senior Support Engineer at Clutch, you’ll operate with broader ownership and impact, helping our partners compete and win by solving technical issues at scale. In addition to resolving high-severity and high-complexity cases, you’ll lead incident response, drive improvements to support workflows, and go beyond individual symptoms to ensure systemic issues are addressed instead.

You’ll work with log analysis, SQL, scripting, AI, and internal tooling, but your impact won’t stop at individual tickets. You’ll identify recurring patterns, develop one-to-many solutions that colleagues can reuse, and partner closely with Engineering and Product by providing high-quality data, insights, and feedback that influence roadmap decisions and product improvements.

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

What You’ll Do

• Within 3 months, you will:
  • Build a strong understanding of Clutch’s platform, architecture, customers, and support workflows, focusing 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.
• 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 (documentation, scripts, tooling, 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.

Qualifications

• 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.

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.