Director of Support Engineering

About The Role As a Director of Support Engineering, you will play a crucial role in ensuring that our clients receive the highest level of technical support and service. We are looking for a dynamic leader who is passionate about customer satisfaction and has a strong technical background. If you, we want to hear from you. About The Role As a Director of Support Engineering, you will play a crucial role in ensuring that our clients receive the highest level of technical support and service. We are looking for a dynamic leader who is passionate about customer satisfaction and has a strong technical background. If you, we want to hear from you.This role is a good fit for someone who thrives in a fast-paced, innovative environment and has a proven track record of managing successful technical support teams. You'll be responsible for: Building, mentoring, and inspiring a high-performing distributed team of Support Engineers, fostering a culture of excellence, accountability, and AI-driven innovation Leading AI-first transformations of support workflows and decision-making processes, embedding intelligent systems into daily operations to enhance speed, accuracy, and quality Owning and optimizing core support processes including ticket management, incident response and escalation procedures Establishing and monitoring performance metrics across the team ensuring high performance and efficient operations Ensuring compliance with service level agreements and maintaining high levels of customer retention Identifying training and development needs for the technical support team and providing resources and support for their professional growth Designing and implementing enterprise-grade support processes and service delivery models Acting as a senior escalation leader during critical incidents, providing clear, calm, and strategic guidance to both internal teams and customer executives Fostering a positive and collaborative work culture within the technical support team, promoting teamwork and employee engagement Championing cross-functional alignment by working closely with Customer Success, Product, Engineering, and Professional Services to drive shared goals and frictionless customer experiences Driving strategic initiatives in partnership with senior leadership to evolve the vision, strategy, and operating model of the Technical Support function in an AI-first world About the Team We’re a tight-knit team of tech pros who love tackling tough problems. No challenge is too big—we dig deep to find the right answers every time. We’ve got each other’s backs and are always looking for ways to grow, improve, and deliver better results together. Our culture is all about learning, growing, and making a meaningful impact. We don’t stop until we’ve found the best solution, and we’re always ready to jump in and support one another. By working as a team, we consistently deliver high-quality results—and we keep raising the bar. What You’ll Do Within 3 months, you will: Learn company products, services, and customer base in depth Understand support tools, systems, workflows, and escalation processes Review existing KPIs Build Team & Stakeholder Relationships Identify quick wins in ticket handling, response times, or escalation paths Meet with direct reports and cross-functional leaders (Engineering, Product, Sales, Customer Success) Within 6 months, you will:Establish clear roles, responsibilities, and expectations Introduce a quality control motion to ensure fixes are properly tested Build robust onboarding program for new hires allowing them to be effective quickly and predictably Improve reporting and analytics dashboards for visibility into KPIs Begin designing long-term support strategies (e.g., self-service improvements, tiered support models) Within 9 months, you will:Build a culture of accountability, customer empathy, and continuous improvement Delight cross-functional partners and stakeholders: Customer Success, Engineering, Solutions Consulting Recognize and reward top performers Launch a roadmap for scaling support operations (e.g., automation, AI chatbots, advanced knowledge management) What You’ll Bring 5+ years of experience in technical support for enterprise software or SaaS platforms, with a strong emphasis on driving innovation through automation and AI 3+ years in leadership roles, with a proven ability to build and scale high-impact support organizations in fast-paced, AI-forward environments Proven ability to lead and develop organizations of 20+ employees including management of managers Demonstrated success building globally distributed, high-performing teams, with a focus on asynchronous collaboration, operational resilience, and intelligent tooling Exceptional communication skills, capable of distilling complex technical topics for both executive-level and technical audiences across varied customer profiles Deep expertise in enterprise SaaS platforms cloud architectures and complex B2B software solutions Demonstrated ability to develop and execute enterprise-level strategies with measurable business impact 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. #J-18808-Ljbffr