Senior Support Engineer

Responsibilities:

• Within 3 months: Build understanding of Clutch’s platform and support workflows, own complex tickets, establish yourself as a reliable technical partner, and identify patterns for improvements.
• Within 6 months: Own complex investigations and escalations, lead incident response, surface patterns for product improvements, develop reusable solutions, and mentor peers.
• Within 9 months: Become a go-to expert for platform areas, contribute to team development, partner on long-term initiatives, and focus on preventing issues systemically.

Qualifications:

• 6+ years in customer support or support engineering in B2B SaaS with external-facing customers.
• Hands-on SQL (PostgreSQL plus) for investigating production issues.
• Experience analyzing logs across distributed systems (DataDog plus).
• Experience supporting SaaS implementations on AWS, rollouts, and post-launch changes.
• Demonstrated experience owning high-severity incidents or escalations.

Benefits:

• Remote flexibility for work-life balance.
• 20 PTO days yearly plus national holidays.
• Stock options as part of compensation.
• Home office setup budget.
• Work trip budget for professional development.