Support Engineer

About the Role

As a Support Engineer at Clutch, you’ll be critical to our clients’ success. From troubleshooting technical issues to handling configuration changes and managing incident communication, you’ll be the goto person for diagnosing problems, pulling reports, and ensuring clear, professional communication that builds trust with our partners.

You’ll work daily with logs, scripts, database queries, and support tools while diving deep into technical troubleshooting—perfect for someone who enjoys rolling up their sleeves and solving complex problems. This role also includes participating in a rotating oncall schedule to support incident communications and deploys.

This position is ideal for someone with strong technical skills, excellent communication abilities, and a natural problemsolving mindset—someone who thrives on supporting both customers and teammates.

About the Team

We’re a tightknit team of tech pros who love tackling tough problems. No challenge is too big—we dig deep to find the right answers every time. We collaborate closely, continuously raise the bar, and learn from every challenge.

Our culture is all about learning, growing, and making a meaningful impact. We don’t stop until we’ve found the best solution, and we’re always ready to jump in and support one another. By working as a team, we consistently deliver highquality results—and we keep raising the bar.

Even when things get hectic, we stay calm, focused, and solutionsdriven. Clear communication is one of our core strengths, ensuring both our partners and teammates get the support they need. Were committed to doing the job right, no matter what, and we pride ourselves on staying close to our partners to make sure they have exactly what they need to succeed.

What You’ll Do

Within 3 months, you will:

• Learn Clutch’s platform, tools, and support workflows

• Shadow experienced team members to understand how to handle customer cases, escalations, and incident communication

• Begin managing straightforward support cases and internal tickets with guidance

• Assist with configuration changes and basic updates, supported by the team

• Within 6 months, you will:

  • Take ownership of customer support cases, including troubleshooting workflows and handling escalations

  • Independently manage configuration changes and updates

  • Contribute to the internal knowledge base by documenting recurring issues

  • Resolve more advanced cases such as decisioning workflows or rate configuration issues

  • Provide feedback to internal teams on recurring product issues and client needs

  • Within 9 months, you will:

    • Take ownership of escalation processes for critical cases, ensuring timely resolution and clear communication

    • Share your expertise by mentoring newer team members and contributing to knowledge sharing

    • Support improvements to support documentation and team playbooks (process work is a plus, not a core expectation)

    • What You’ll Bring

      • Experience: At least 2 years in a technical support role (Support Engineer or similar).

      • Communication: Ability to clearly and concisely explain technical concepts, both verbally and in writing.

      • Core technical skills:

        • Proficiency with ticketinghelp desk systems (e.g., Freshdesk, Zendesk, Jira)

        • Understanding of SLAs and ticket prioritization

        • Ability to read and write JSON for troubleshooting and integrations

        • Experience using Git and CLI (shell) tools

        • Familiarity with log analysis and database queries

        • Experience with incident management processes

        • • Nicetohave skills (differentiators):

            • Experience in fintech or banking environments

            • Knowledge of application performance monitoring (APM) tools and alerting systems

            • Understanding of networking concepts and protocols such as HTTP

            • Ability to read and understand Python or TypeScript code

            • Exposure to process or project management in a support context

            • • Team collaboration: Comfortable working with crossfunctional teams to resolve issues.

              • Customer focus: Empathetic and committed to delivering a positive customer experience, even under pressure.

              • Knowledge sharing: Proactive in improving documentation and contributing to the knowledge base.

              • Selfmotivation: Eager to learn, take initiative, and adapt in a fastpaced, dynamic environment.

              • Please note that 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 OffSites: 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 youll 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 workrelated trips and coworking.

                • About Us

                  Clutch 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 wellbeing, 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 cuttingedge technologies and usercentric 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 memberfocused 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 Clutch
                  We 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 youll 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 youre in the seat, bring on the prompts!