Senior Support Engineer - Incidents, Automation & Scale

Clutch; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Off-sites

Stock options

PTO & holidays

Home office budget

Work trip budget

Job summary

Clutch is seeking a Senior Support Engineer to own complex tickets, lead incident response, and drive systemic improvements. You’ll work with SQL, log analysis, scripting, and internal tooling to resolve high‑severity issues at scale and partner with Engineering and Product to influence fixes, roadmap decisions, and product improvements.

You’ll identify patterns, develop one‑to‑many solutions, mentor teammates, and act as a technical point of contact for peers.

Qualifications

• 6+ years of experience in customer support or support engineering, preferably in a B2B SaaS environment with external-facing customers.
• Hands‑on experience using SQL to investigate production issues and validate hypotheses.
• Experience analyzing logs across distributed systems to identify root causes.
• Experience supporting SaaS implementations hosted on AWS, rollouts, and post‑launch configuration changes at scale.
• Demonstrated experience independently owning high-severity incidents or executive-level escalations, driving complex cross‑functional issues from investigation through resolution.

Responsibilities

• Be recognized as a go-to expert for specific areas of the platform and own reliability and improvement efforts in those domains.
• Actively contribute to team development by supporting onboarding, sharing knowledge, and helping raise the technical and operational bar for Support Engineering.
• Partner with your manager on longer-term initiatives that improve how Support operates at scale, through process improvements, tooling, or product feedback loops.
• Develop reusable solutions (documentation, scripts, tooling, AI workflows) that reduce repeat issues and raise the effectiveness of the broader Support team.

Skills

SQL

Log analysis

Scripting

AI workflows

Incident response

Cross-functional collaboration

Root cause analysis

Python

TypeScript

AWS

Tools

DataDog

Git

CLI tools

FreshDesk

Zendesk

Pylon

PostgreSQL

AWS

Job description

Clutch is seeking a Senior Support Engineer to own complex tickets, lead incident response, and drive systemic improvements. You’ll work with SQL, log analysis, scripting, and internal tooling to resolve high‑severity issues at scale and partner with Engineering and Product to influence fixes, roadmap decisions, and product improvements.

You’ll identify patterns, develop one‑to‑many solutions, mentor teammates, and act as a technical point of contact for peers.