Senior Support Engineer

Responsibilities

• Investigate and resolve technical issues and implement configuration changes
• Respond to monitoring alerts and support incident response within SLAs
• Perform log analysis, SQL queries, and scripting to troubleshoot customer issues
• Collaborate with Customer Success, Engineering, and Product teams to improve customer outcomes
• Document known issues, feature requests, and bug reports in the knowledge base
• Participate in scheduled rotations for PST coverage and weekend configuration changes

Requirements

• 3–4+ years of experience in customer support, preferably in a SaaS environment
• Experience using Service Desk platforms like Zendesk, Jira, or FreshDesk
• Proficiency with SQL queries (CRUD) and log analysis tools (Datadog, Splunk, or Kibana)
• Ability to use scripting languages such as Python, Bash, or Shell
• Understanding of Python and/or TypeScript code
• Familiarity with network and integration troubleshooting (HTTP, SSL, REST APIs, JSON, XML)
• Experience with Git, CLI tools, and AWS-hosted SaaS platforms
• Strong written communication skills for explaining technical concepts to non-technical audiences

Preferred Qualifications

• PostgreSQL experience
• Familiarity with SSO and identity provider integrations
• Experience with project and change management practices

Benefits

• Remote work flexibility
• Twice-yearly off-sites in exciting destinations
• 20 days of PTO plus national holidays
• Stock options
• Dedicated home office setup budget
• Work trip budget for professional growth

About the Company

Clutch is a vertical SaaS company backed by Andreessen Horowitz (A16z) that helps Credit Unions transform into FinTech lenders, providing affordable lending solutions to millions of Americans.