Senior Support Engineer - Remote Eligible

About The Role

As 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.

What You'll Bring

• Experience: At least 5 years in a technical support or similar engineering role, with proven ability to manage escalations, incident communication, and contribute to operational improvements.

• Project & 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 expansion.

• Communication: Clear and concise when explaining technical concepts, skilled at both written documentation and real-time communication under pressure.

• Core technical skills:

  • Proficiency with ticketing/help desk systems (e.g., Freshdesk, Zendesk, Jira)

  • Strong understanding of SLAs, incident response, and ticket prioritization

  • Ability to read and write JSON for troubleshooting and integrations

  • Experience using Git and CLI (shell) tools

  • Familiarity with log analysis and database queries

  • Hands-on experience with incident management processes and tooling

  • Previous experience with managing projects and processes, specially related to Support teams

• Highly desirable skills:

  • Experience in a fintech or banking environment

  • Advanced use of APM tools and alerting systems

  • Understanding of networking concepts and protocols such as HTTP

  • Ability to read and understand Python or TypeScript code

• Collaboration: Skilled at working with cross-functional teams to resolve complex technical issues and drive product improvements

• Customer focus: Empathetic and committed to delivering excellent experiences, even under high-pressure situations

• Knowledge sharing: A proactive contributor to documentation, playbooks, and internal training

• Leadership mindset: Self-motivated, adaptable, and capable of guiding others while driving improvements to processes, tools, and operations to support a fast-growing company

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!