Support Engineer I - Remote

Overview

As a Support Engineer at CLEAR, you will be our first line of support to ensure our members and partners have a magical experience. You will work across our Business, Product, and Engineering teams to develop a deep understanding of the problems our partners are facing and help find the best path to resolving issues as they come up. We are looking for a candidate with a strong technical background who is able to dig into various issues to find the root cause & help build the process to make this a more efficient effort.

In Short

• Respond to customer inquiries and support tickets, providing timely, clear, and empathetic assistance
• Diagnose and resolve technical issues related to CLEAR’s platform, APIs, and integrations by asking effective questions and analyzing data
• Create a knowledge base and playbooks of how to effectively resolve common issues
• Collaborate with internal teams to escalate and triage complex technical issues, ensuring a seamless resolution process
• Record and communicate bug reports, feature requests, and enhancement ideas to the product and engineering teams

Requirements

• You have experience working in a customer-facing role, ideally in a technology-focused environment
• You are technically proficient, with experience working with APIs and basic programming concepts (e.g., JavaScript, HTML, CSS)
• You possess strong communication skills and can explain technical concepts in an accessible way for diverse audiences
• You have a problem-solving mindset with the ability to think critically and prioritize effectively
• You have a passion for learning new technologies and continuously improving your technical and customer service skills

Benefits

• Comprehensive healthcare plans
• Family building benefits (fertility and adoption/surrogacy support)
• Flexible time off
• Free OneMedical memberships for you and your dependents
• 401(k) retirement plan with employer match
• Meals and snacks in the office
• Stipend and reimbursement programs for well-being and learning & development