Senior Support Engineer

About the Role

As a Senior Support Engineer at Clutch, you’ll operate with broader ownership and impact, helping our partners compete and win by solving technical issues at scale. In addition to resolving high-severity and high-complexity cases, you’ll lead incident response, drive improvements to support workflows, and go beyond individual symptoms to ensure systemic issues are addressed instead.

You’ll work with log analysis, SQL, scripting, and internal tooling, but your impact won’t stop at individual tickets. You’ll identify recurring patterns, develop one-to-many solutions that colleagues can reuse, and partner closely with Engineering and Product by providing high-quality data, insights, and feedback that influence roadmap decisions and product improvements.

This position is ideal for someone who combines strong technical knowledge with sound judgment, customer empathy, and a desire to multiply their impact by improving systems, developing teammates, and shaping how Support operates as Clutch scales.

About the Team

The Support Engineering team at Clutch is a growing group of 8+ experienced support engineers, led by two managers and a Director. We focus on delivering legendary support to Credit Unions while building our own foundation that will scale with the company long term.

We believe trust is built through collaboration, transparency, and follow-through. We’re comfortable being bold, testing ideas, improving how we work, and raising issues early, knowing that progress comes from momentum, not perfection. When challenges arise, we lean in. We take pride in solving hard problems, staying resilient during tough times, and following through until issues are fully understood and resolved.

Above all, we value integrity and responsiveness. We communicate openly, do the right thing even when it’s hard, and move quickly to support our partners at the Credit Unions. Our goal is to be a team customers and teammates trust to show up, follow through, and deliver.

If you’re excited about growing alongside a team, building something meaningful over time, and having real impact on how Support Engineering operates as Clutch scales, we’d love to meet you.

What You’ll Do

Within 3 months, you will:

• Build a strong understanding of Clutch’s platform, architecture, customers, and support workflows, with a focus on identifying systemic friction and recurring failure modes

• Quickly ramp into owning complex and high-impact tickets, including tickets from our biggest and most challenging customers, escalations, and incident response, with minimal ramp time

• Establish yourself as a reliable technical partner to Support, Customer Success, and Engineering by communicating clearly, asking the right questions, showing ownership, and driving investigations forward

• Begin identifying patterns in support issues and opportunities for one-to-many improvements beyond individual cases

Within 6 months, you will:

• Independently own the most complex investigations and executive-level escalations, driving them end to end and ensuring clear outcomes for customers and internal teams

• Lead or co-lead incident response efforts, helping coordinate communication, mitigation, and follow-up across teams

• Proactively surface patterns, data points, and insights from support work and partner with Engineering and Product to influence fixes, improvements, and roadmap decisions

• Develop reusable solutions (documentation, scripts, tooling, workflows) that reduce repeat issues and raise the effectiveness of the broader Support team

• Act as a technical point of contact for peers, providing guidance, reviews, and informal mentorship as needed

Within 9 months, you will:

• Be recognized as a go-to expert for specific areas of the platform, owning reliability and improvement efforts in those domains

• Actively contribute to team development by supporting onboarding, sharing knowledge, and helping raise the technical and operational bar for Support Engineering

• Partner with your manager on longer-term initiatives that improve how Support operates at scale, whether through process improvements, tooling, or product feedback loops

• Consistently operate with a senior scope, focusing not just on resolving issues, but on preventing them and improving customer outcomes systemically

What You’ll Bring

Note: We recognize that strong candidates may not meet every preferred qualification. However, the minimum qualifications listed below are required.

Minimum Qualifications (Required)

• 6+ years of experience in customer support or support engineering, preferably in a B2B SaaS environment with external-facing customers

• Hands-on experience using SQL (PostgreSQL experience is a plus) to investigate production issues and validate hypotheses

• Experience analyzing logs across distributed systems to identify root causes

• Experience supporting SaaS implementations hosted on AWS, rollouts, and post-launch configuration changes at scale

• Demonstrated experience independently owning high-severity incidents or executive-level escalations, driving complex cross-functional issues from investigation through resolution

Preferred Qualifications

• Proven ability to operate within Service Desk platforms (e.g., FreshDesk, Zendesk, Pylon), independently owning cases and escalations while managing and prioritizing a backlog based on SLAs and business impact, and helping others do the same

• Strong verbal and written communication skills, including leading live troubleshooting sessions (e.g., Zoom/Google Meet) and clearly translating complex technical topics to non-technical and executive audiences.

• Ability to leverage scripting (e.g., Python, Bash, Shell) to automate workflows, build internal tools, or resolve recurring issues

• Ability to read and reason about production code (Python and/or TypeScript), including identifying likely failure points

• Strong understanding of networking and integration concepts (HTTP, SSL, REST APIs, JSON, XML) and how failures show-up in real-world environments

• Experience using Git and CLI-based tools in day-to-day investigations

• Experience responding to alerts generated by monitoring tools and participating in incident response

• Familiarity with SSO / identity provider integrations and related troubleshooting

Ways You Stand Out (Nice to Have)

• Experience mentoring or supporting the growth of other engineers

• Track record of identifying patterns in support issues and turning them into scalable solutions

• Experience influencing product or engineering roadmaps through data, insights, and customer feedback

Availability & Rotations

This role can be based anywhere in Brazil and includes some scheduled coverage outside of standard business hours:

• PST coverage: You’ll participate in a rotation to support Pacific Time hours. This rotation is shared across the team and planned in advance.

• Weekend change coverage: Approximately once every 8 weeks, you’ll be part of a scheduled weekend rotation to support and deploy planned configuration changes. This work is scoped, time-bounded, and coordinated ahead of time.

We aim to keep these rotations predictable, lightweight, and evenly distributed across the team. They are an important part of ensuring reliable service for our partners while maintaining a sustainable work model for the team.

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!