Senior Support Engineer (Fully Remote)

Clutch; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

20 PTO days

Stock options

Home office budget

Job summary

Clutch is a vertical SaaS company backed by Andreessen Horowitz that helps credit unions become FinTech lenders and provide affordable lending solutions. The Support Engineering team is a growing group focused on delivering legendary support through collaboration, transparency, and follow-through.

As a Senior Support Engineer, you will own complex tickets, lead incident response, surface patterns for product improvements, and mentor peers while ensuring high reliability and customer delight.

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 supporting SaaS implementations on AWS, rollouts, and post-launch changes.
• Demonstrated experience owning high-severity incidents or escalations.
• Remote flexibility for work-life balance.
• 20 PTO days yearly plus national holidays.
• Stock options as part of compensation.
• Home office setup budget.

Responsibilities

• Own complex investigations and escalations, lead incident response, surface patterns for product improvements, develop reusable solutions, and mentor peers.
• Become a go-to expert for platform areas, contribute to team development, partner on long-term initiatives.

Skills

Incident ownership

Customer support

Remote work

Tools

PostgreSQL

AWS

Job description

• 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 supporting SaaS implementations on AWS, rollouts, and post-launch changes.
• Demonstrated experience owning high-severity incidents or escalations.
• Remote flexibility for work-life balance.
• 20 PTO days yearly plus national holidays.
• Stock options as part of compensation.
• Home office setup budget.

Clutch

Clutch is a vertical SaaS company backed by Andreessen Horowitz that helps credit unions become FinTech lenders to provide affordable lending solutions. The Support Engineering team is a growing group of 13 experienced engineers, focused on delivering legendary support through collaboration, transparency, and follow-through.