Senior Support Engineer - Remote

Overview

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 Short

• Handle technical tasks and troubleshoot issues.
• Manage incident communications and support processes.
• Drive process improvements and small-scale projects.
• Participate in a rotating on-call schedule.
• Guide the team in operational decision-making.
• Work daily with support tools, logs, and data reports.
• Contribute to documentation and playbooks.
• Mentor and coach newer team members.
• Lead resolution of escalated cases.
• Own the escalation process for high-risk cases.

Requirements

• At least 5 years in a technical support or similar engineering role.
• Experience in project and process management.
• Clear communication skills, both written and verbal.
• Proficiency with ticketing/help desk systems.
• Ability to read and write JSON for troubleshooting.
• Experience using Git and CLI tools.
• Knowledge of incident management processes.
• Experience in a fintech or banking environment is desirable.
• Skilled at working with cross-functional teams.
• Proactive contributor to documentation and training.

Benefits

• Remote flexibility for work-life balance.
• Paid time off and national holidays.
• Stock options as part of the compensation package.
• Budget for home office setup.
• Budget for work-related trips.