高级支持工程师

About the RoleAs a Support Engineer at Clutch, you’ll play a key role in helping our partners compete and win in a digital-first world. You’ll focus on investigating and resolving technical issues, implementing configuration changes, responding to monitoring alerts, and supporting incident response, all while ensuring issues are handled within SLAs and customers receive a high-quality support experience.You’ll work hands-on with log analysis, SQL queries, scripting, and other support tools, gaining exposure to a wide range of technical challenges. You’ll collaborate closely with Customer Success, Engineering, Product, and other teams to resolve issues efficiently and improve customer outcomes.This role is ideal for someone with a customer-centric mindset, who enjoys solving technical problems, takes pride in clear customer communication, and is eager to contribute to a collaborative team environment.About the TeamThe 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 DoWithin 3 months, you will:Build a strong understanding of Clutch’s business, platform, customers, and support workflowsPartner with a buddy to learn how we investigate and troubleshoot issues, handle escalations and incidents, and communicate clearly with customersBegin picking up tickets independently, owning investigations end to end, and knowing when to ask for help to move things forward efficientlyWithin 6 months, you will:Independently manage your ticket queue, handling a broad range of support requests, including escalations, incident collaboration, monitoring alerts, and more complex investigationsUse operational metrics to understand your performance and deliverables, and to align your work with team-level north-star KPIsNavigate escalation paths with confidence, raising issues with the appropriate teams and stakeholders when neededContribute to shared knowledge by documenting known issues and learnings as knowledge base articles, feature requests, or bug reportsWithin 9 months, you will:Share your expertise with the team through knowledge sharing and, when applicable, by supporting the onboarding of new team membersActively work toward a senior scope by partnering with your manager on a growth plan and taking on increasingly complex technical and operational challengesProactively surface and drive improvements, whether in processes, tooling, or product, contributing to the evolution of Support Engineering beyond individual ticket resolutionWhat You’ll BringNote: We recognize that strong candidates may not meet every preferred qualification. However, the minimum qualifications listed below are required.Minimum qualifications3–4+ years of experience in customer support, preferably in a SaaS environment with external-facing customersExperience supporting customers through a Service Desk platform (e.g., FreshDesk, Zendesk, Jira, Pylon)Ability to manage a ticket backlog using SLAs while balancing ad-hoc prioritization (escalations, urgency shifts, etc.)Experience providing live support in a virtual environment (e.g., Zoom or Google Meet)Ability to clearly explain technical concepts to non-technical audiencesStrong written communication skills, including providing clear, contextualized updates to customersTechnical Skills:Experience with SQL queries (CRUD) to support investigations and resolve customer issues (PostgreSQL experience is a plus)Experience with log analysis tools (e.g., Datadog, Splunk, Kibana) to identify root causesAbility to use scripting (e.g., Python, Bash, Shell) to solve customer or operational needsAbility to read and understand Python and/or TypeScriptFamiliarity with troubleshooting network and integration issues (HTTP, SSL, REST APIs, JSON, XML)Experience using Git and CLI-based toolsExperience supporting SaaS platforms hosted on AWSExperience working tickets generated by monitoring toolsFamiliarity with SSO / identity provider integrationsExperience with cross-functional collaboration with Engineering, Product, Customer Success, and other teamsExperience supporting SaaS implementations, rollouts, and post-launch configuration changesFamiliarity with basic project and change management practicesAvailability & RotationsThis 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.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 UsClutch 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 ClutchWe 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!