Senior Support Engineer

About the RoleAs a Senior Support Engineer at Clutch, you'll play a key role in ensuring our clients' success while also shaping how the Support team scales with the company's rapid growth.You'll not only handle technical tasks, troubleshoot issues, and manage incident communications, but also design and improve support processes, ensuring they are robust, efficient, and scalable.In this role, you'll be a go-to person for operational decision-making—guiding the team, helping peers troubleshoot complex issues, making configuration and workflow changes, pulling reports, and keeping communication with partners clear and professional.You'll work daily with support tools, logs, scripts, and data reports, while diving deep into technical troubleshooting and incident management.Just as importantly, you'll drive process improvements and small-scale projects that help the Support team work smarter and scale effectively as the business grows.This role also includes participating in a rotating on-call schedule for incident communications and deploys.This position is ideal for someone with strong technical and project management skills, excellent communication abilities, and a problem-solving mindset—a hands-on engineer who enjoys being a technical reference point while also building the processes that take a support team to the next level.About the TeamWe'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 DoWithin 3 months, you will:Build a strong understanding of Clutch's platform, tools, support processes, and incident management workflowsTake ownership of routine support cases and internal tickets while maintaining clear, professional communicationIndependently perform configuration changes, rate sheet updates, and basic decisioning workflow adjustmentsBegin contributing to team documentation and playbooks by refining or adding troubleshooting stepsWithin 6 months, you will:Lead resolution of escalated cases, including troubleshooting decisioning workflows, managing incident communications, and coordinating across teamsRegularly perform advanced configuration changes, workflow improvements, and rate sheet updates with minimal oversightTake initiative to design and roll out process improvements that streamline support operations and reduce recurring issuesAct as a trusted partner in cross-functional discussions, providing insights from support trends to Product and EngineeringBegin managing small-scale projects focused on support process optimization and internal tooling improvementsWithin 9 months, you will:Own the escalation process for high-risk and critical cases, ensuring timely resolution and alignment across internal and external stakeholdersMentor and coach newer team members, sharing your expertise in troubleshooting and process best practicesPlay an active role in building, scaling, and formalizing Support processes and guidelines to enable team efficiency as the company grows rapidlyTake the lead in support-related projects (e.g., process redesign, tooling rollouts, incident communication frameworks), helping the Support team scale effectively with business growthServe as a technical and operational reference point for peers and other teams, guiding decision-making on complex support issuesWhat You'll BringExperience: At least 5 years in a technical support or similar engineering role, with proven ability to manage escalations, incident communication, and contribute to operational improvementsProject & process management: Demonstrated experience creating and improving support processes, managing small to medium projects, and implementing scalable workflows.You thrive on identifying inefficiencies, proposing solutions, and helping the Support team grow in line with the company's rapid pace of expansionCommunication: Clear and concise when explaining technical concepts, skilled at both written documentation and real-time communication under pressureCore technical skills:Proficiency with ticketing/help desk systems (e.g., Freshdesk, Zendesk, Jira)Strong understanding of SLAs, incident response, and ticket prioritizationAbility to read and write JSON for troubleshooting and integrationsExperience using Git and CLI (shell) toolsFamiliarity with log analysis and database queriesHands-on experience with incident management processes and toolingPrevious experience with managing projects and processes, specially related to Support teamsHighly desirable skills:Experience in a fintech or banking environmentAdvanced use of APM tools and alerting systemsUnderstanding of networking concepts and protocols such as HTTPAbility to read and understand Python or TypeScript codeCollaboration: Skilled at working with cross-functional teams to resolve complex technical issues and drive product improvementsCustomer focus: Empathetic and committed to delivering excellent experiences, even under high-pressure situationsKnowledge sharing: A proactive contributor to documentation, playbooks, and internal trainingLeadership mindset: Self-motivated, adaptable, and capable of guiding others while driving improvements to processes, tools, and operations to support a fast-growing companyPlease 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-Sits: 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 UsClutch 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.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 ClutchWe 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#J-*****-Ljbffr