About the Role

As a Support Engineer at Clutch, you’ll play a key role in helping our clients succeed. From handling technical tasks and troubleshooting issues to managing incidents, you'll be the go-to person for diagnosing problems, making configuration and decisioning workflow changes, pulling data reports, and ensuring clear, professional communication that builds trust with our partners.

You'll work regularly with logs, run scripts, generate data reports, and dive deep into technical troubleshooting—perfect for someone who enjoys rolling up their sleeves and digging into complex systems. This role also includes participating in a rotating on-call schedule during weekends or holidays to support incident communications, when needed.

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

About the Team

We’re a tight-knit 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’ve got each other’s backs and are always looking for ways to grow, improve, and deliver better results together.

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 high-quality results—and we keep raising the bar.

Even when things get hectic, we stay calm, focused, and solutions-driven. Clear communication is one of our core strengths, ensuring both our partners and teammates get the support they need. We're 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:

• Become familiar with Clutch’s platform, tools, processes, and support workflows

• Shadow senior team members to learn how to handle common customer interactions, internal escalations, and incident communications

• Begin managing straightforward support cases and internal tickets with guidance

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

Within 6 months, you will:

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

• Independently handle configuration changes and rate sheet updates

• Contribute to the internal knowledge base by documenting recurring issues and suggesting improvements to troubleshooting workflows

Within 9 months, you will:

• Resolve issues related to decisioning workflows, loan and account rate guidelines, and other more advanced tickets

• Lead the escalation process for critical cases, ensuring timely resolution and clear communication with stakeholders

• Actively participate in product improvement discussions, drawing on customer insights and support trends

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

What You’ll Bring

• Previous experience: At least 2 years of experience working as a Support Engineer or in a similar technical support role.

• Strong communication: Ability to clearly and concisely explain technical concepts, both in conversations and documentation.

• Required technical skills:

  • Proficiency with ticketing/help desk systems (e.g., Freshdesk, Zendesk, Jira)

  • Solid understanding of SLAs and ticket prioritization

  • Ability to read and write JSON for troubleshooting and integration tasks

  • Experience using Git and CLI (shell) tools

  • Familiarity with log analysis

• Highly desirable skills

  • Previous experience in a fintech or banking environment

  • Familiarity with application performance monitoring (APM) tools

  • Understanding of networking concepts and protocols such as HTTP

  • Proficiency in writing and running SQL database queries

  • Ability to read and understand Python or TypeScript code

• Team collaboration: Comfortable working effectively across cross-functional teams

• Customer focus: Empathetic and committed to delivering a positive experience, even during high-pressure situations and periods of high request volume

• Knowledge sharing: A proactive mindset for improving documentation and contributing to the internal knowledge base

• Self-motivation: Eager to learn, take initiative, and adapt in a fast-paced, 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 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 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 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.