Senior Support Engineer (Brazil)

Clutch is a vertical SaaS company backed by Andreessen Horowitz, building software that turns credit unions into fintech lenders. The premise is that credit unions already hold the balance sheets to lend responsibly to over 130 million Americans, but lack the digital experience to compete with modern fintech. Clutch supplies that layer.

THE ROLE

You would investigate and resolve technical issues, implement configuration changes, respond to monitoring alerts and support incident response, making sure issues are handled within SLA and customers get a high-quality experience.

The work is genuinely hands-on: log analysis, SQL queries, scripting and a wide range of technical problems, alongside Customer Success, Engineering and Product.

THE TEAM

Support Engineering at Clutch is a growing group of 8+ engineers led by two managers and a Director. They describe themselves as comfortable being bold, testing ideas and raising issues early, on the view that progress comes from momentum rather than perfection.

HOW THE FIRST NINE MONTHS ARE STRUCTURED

Clutch lays out a clear ramp, which is unusually concrete:

• Month three: understand the platform, customers and support workflows; work with a buddy on investigations and escalations; start picking up tickets independently
• Month six: manage your own ticket queue including escalations, incidents and monitoring alerts; use operational metrics against team KPIs; navigate escalation paths confidently; document learnings as knowledge base articles and bug reports
• Month nine: share expertise and support onboarding of new team members; partner with your manager on a growth plan toward senior scope; drive improvements in process, tooling and product

MINIMUM QUALIFICATIONS

• 3 to 4+ years in customer support, preferably SaaS with external-facing customers
• Service desk platform experience such as FreshDesk, Zendesk, Jira or Pylon
• Managing a ticket backlog against SLAs while handling shifting priorities
• Live virtual support over Zoom or Google Meet
• Clear written communication, and the ability to explain technical concepts to non-technical people

TECHNICAL SKILLS

• SQL queries for investigation and resolution, PostgreSQL a plus
• Log analysis with Datadog, Splunk or Kibana
• Scripting in Python, Bash or Shell
• Ability to read Python and TypeScript
• Troubleshooting HTTP, SSL, REST APIs, JSON and XML
• Git and CLI tooling
• Supporting SaaS platforms hosted on AWS
• SSO and identity provider integrations

LOCATION AND CONTRACT TYPE

This role can be based anywhere in Brazil, and is offered on a contractor basis. Clutch states plainly that applicants must already hold documentation and authorisation to work in the country where the job is located, and that it cannot provide sponsorship or help obtain work permits.

THE ROTATIONS, WHICH YOU SHOULD READ BEFORE APPLYING

Two commitments sit outside standard business hours:

• Pacific Time coverage, on a rotation shared across the team and planned in advance
• Weekend change coverage roughly once every 8 weeks, supporting and deploying planned configuration changes

Clutch says these are kept predictable, lightweight and evenly distributed. That is more transparency than most support roles offer, but PST coverage from Brazil means late shifts, so weigh it honestly.

WHAT THEY OFFER

• Remote flexibility, working from anywhere in Brazil
• Two company off-sites a year in varied destinations
• 20 PTO days plus national holidays
• Stock options as part of the package
• Home office setup budget
• Work trip and co-working budget

A NOTE ON AI

Clutch takes a specific position: they use AI heavily and want people who do the same, but ask candidates to interview without AI tools, because the point is to see how you think and communicate. Their phrasing is that once you are in the seat, bring on the prompts.

No salary figures are published for this role.