Senior Enterprise Support Engineer

Clera; New York (NY); Remote; USD 110,000 - 160,000; Full time

Job summary

Clera Labs, Inc. is seeking a hands-on technical advisor to own enterprise customer issues from initial contact to resolution. You will lead strategic calls with stakeholders, analyze complex logs and code, and guide incident response across web apps, APIs, and databases.

You will leverage generative AI and coding tools to automate triage, develop runbooks, and collaborate on product improvements with Product and Engineering. Remote role with East Coast alignment.

Qualifications

• 4+ years in hands-on technical role (technical support, QA, solutions engineering, etc.)
• Experience investigating and resolving production incidents across apps, APIs, webhooks, microservices, and databases
• Hands-on SQL skills and cloud log analysis (CloudWatch, Datadog, Splunk, Grafana or Loki)
• Strong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser dev tools
• Experience advising enterprise stakeholders on live video calls and handling high-stakes customer situations
• Active use of generative AI and agentic coding tools for log analysis, code navigation, or workflow automation
• Familiarity with SSO, SAML 2.0, OAuth 2.0, or Okta; inspecting code in GitHub is useful

Responsibilities

• Own enterprise customer technical issues from initial contact through resolution.
• Lead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations.
• Analyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes.
• Investigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases.
• Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources.
• Build and refine support playbooks, service-level agreements, escalation paths, and diagnostic runbooks.
• Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements.

Job description

About the Role

Join a team at an AI company as a hands‑on technical advisor for enterprise customers. You will own complex customer issues from investigation through resolution, contribute to production incident response, and help improve the support function.

What You'll Do

• Own enterprise customer technical issues from initial contact through resolution.

• Lead video calls with senior customer stakeholders, including strategy discussions and incident de‑escalations.

• Analyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes.

• Investigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases.

• Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self‑service knowledge resources.

• Build and refine support playbooks, service‑level agreements, escalation paths, and diagnostic runbooks.

• Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements.

What We're Looking For

• At least 4 years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands‑on technical role.

• Experience independently investigating and resolving production incidents across applications, APIs, webhooks, microservices, and databases.

• Hands‑on SQL skills and practical experience with cloud log analysis tools such as CloudWatch, Datadog, Splunk, Grafana, or Loki.

• Strong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser developer tools.

• Experience advising enterprise stakeholders on live video calls and handling high‑stakes customer situations.

• Active use of generative AI and agentic coding tools for log analysis, code navigation, or workflow automation.

• Familiarity with SSO, SAML 2.0, OAuth 2.0, or Okta; experience inspecting code in GitHub is also useful.

Location

Remote, with a requirement to be located on the U.S. East Coast. Primary location: New York, New York, United States.