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.

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 monitor 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.

Even when things get hectic, we stay calm, focused, and solutions-driven. Clear communication is one of our core strengths, ensuring both our partners and teammates get the support they need. We're committed to doing the job right, no matter what, and we pride ourselves on staying close to our partners to make sure they have exactly what they need to succeed.

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.

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.

A Note About AI at Clutch
We love AI. We use it often and encourage our team to creatively and effectively leverage AI tools in their work. If you join Clutch, we hope you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation.

That said, during the interview process, we want to hear your thoughts. Please approach interviews without the use of AI tools—our goal is to get to know how you think, solve problems, and communicate. Once you're in the seat, bring on the prompts

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