Senior Support Engineer

Clutch

Senior Support Engineer resolving technical issues and improving customer satisfaction for Clutch, a SaaS company for Credit Unions. Collaborating with various teams to enhance support operations.

Posted 7/23/2026contractRemote • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a SaaS environment, effectively managing ticket queues and escalations while utilizing SQL and log analysis tools for troubleshooting. Proficient in communicating technical concepts to non-technical audiences and collaborating cross-functionally to enhance support processes.

Highest-signal resume keywords

Customer Support ExperienceSQL Query ProficiencyService Desk Platform ExperienceLog Analysis Tools ExperienceCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL QueriesLog AnalysisScripting (Python, Bash, Shell)Troubleshooting Network IssuesGitCLI ToolsSaaS SupportMonitoring ToolsSSO IntegrationsPostgreSQL

Soft Skills

Strong Written CommunicationProblem-SolvingKnowledge SharingAdaptabilityCustomer-Focused

Tools & Technologies

FreshDeskZendeskJiraPylonDatadogSplunkKibanaZoomGoogle MeetAWS

Industry Keywords

SaaSService DeskIncident ManagementEscalation ManagementChange Management

Tech Stack

Tools & technologies

AWSPostgresPythonSplunkSQLTypeScript

About the role

Key responsibilities & impact

Build a strong understanding of Clutch’s business, platform, customers, and support workflows
Partner with a buddy to learn how we investigate and troubleshoot issues, handle escalations and incidents, and communicate clearly with customers
Begin picking up tickets independently, owning investigations end to end, and knowing when to ask for help to move things forward efficiently
Independently manage your ticket queue, handling a broad range of support requests, including escalations, incident collaboration, monitoring alerts, and more complex investigations
Use operational metrics to understand your performance and deliverables, and to align your work with team-level north-star KPIs
Navigate escalation paths with confidence, raising issues with the appropriate teams and stakeholders when needed
Contribute to shared knowledge by documenting known issues and learnings as knowledge base articles, feature requests, or bug reports
Share your expertise with the team through knowledge sharing and, when applicable, by supporting the onboarding of new team members
Actively work toward a senior scope by partnering with your manager on a growth plan and taking on increasingly complex technical and operational challenges
Proactively surface and drive improvements, whether in processes, tooling, or product, contributing to the evolution of Support Engineering beyond individual ticket resolution

Requirements

What you’ll need

3–4+ years of experience in customer support, preferably in a SaaS environment with external-facing customers
Experience supporting customers through a Service Desk platform (e.g., FreshDesk, Zendesk, Jira, Pylon)
Ability to manage a ticket backlog using SLAs while balancing ad-hoc prioritization (escalations, urgency shifts, etc.)
Experience providing live support in a virtual environment (e.g., Zoom or Google Meet)
Ability to clearly explain technical concepts to non-technical audiences
Strong written communication skills, including providing clear, contextualized updates to customers.
Technical Skills:
Experience with SQL queries (CRUD) to support investigations and resolve customer issues (PostgreSQL experience is a plus)
Experience with log analysis tools (e.g., Datadog, Splunk, Kibana) to identify root causes
Ability to use scripting (e.g., Python, Bash, Shell) to solve customer or operational needs
Ability to read and understand Python and/or TypeScript
Familiarity with troubleshooting network and integration issues (HTTP, SSL, REST APIs, JSON, XML)
Experience using Git and CLI-based tools
Experience supporting SaaS platforms hosted on AWS
Experience working tickets generated by monitoring tools
Familiarity with SSO / identity provider integrations
Experience with cross-functional collaboration with Engineering, Product, Customer Success, and other teams
Experience supporting SaaS implementations, rollouts, and post-launch configuration changes
Familiarity with basic project and change management practices

Benefits

Comp & perks

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.