Senior Enterprise Support Engineer
At a glance
Senior IT Support & Helpdesk role at Clera. Remote, United States · full-time · no salary stated · we estimate $110,000–$152,500.
Clera has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Take enterprise customer problems from first report through investigation and a confirmed resolution
- Lead video discussions with senior customer contacts, including strategy reviews and urgent incident de-escalations
- Trace root causes through SQL, cloud logs, JSON data, source code, and issues across apps, APIs, webhooks, services, and databases
- Apply generative AI and coding agents to speed triage, examine logs, and create self-service support resources
- Improve support playbooks, service agreements, escalation routes, and diagnostic guides with Product and Engineering
What you bring
- At least four years in hands-on technical support, support engineering, QA, solutions engineering, or a related role
- You have independently resolved production issues spanning applications, APIs, webhooks, microservices, and databases
- You can use SQL and cloud log analysis tools such as CloudWatch, Datadog, or another listed tool
- You understand REST APIs, JSON, webhooks, HTTP responses, and browser developer tools, and use generative AI or coding agents in support work
Who this fits
This senior, hands-on role suits someone comfortable advising enterprise customers and handling high-stakes incidents. The position is remote, but you must be based on the U.S. East Coast.
From the employer
About the Role
Join a team at an AI company as a hands-on technical advisor for enterprise customers. You will own complex customer issues from investigation through resolution, contribute to production incident response, and help improve the support function.
What You'll Do
Own enterprise customer technical issues from initial contact through resolution.
Lead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations.
Analyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes.
Investigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases.
Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources.
Build and refine support playbooks, service-level agreements, escalation paths, and diagnostic runbooks.
Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements.
What We're Looking For
At least 4 years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.
Experience independently investigating and resolving production incidents across applications, APIs, webhooks, microservices, and databases.
Hands-on SQL skills and practical experience with cloud log analysis tools such as CloudWatch, Datadog, Splunk, Grafana, or Loki.
Strong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser developer tools.
Experience advising enterprise stakeholders on live video calls and handling high-stakes customer situations.
Active use of generative AI and agentic coding tools for log analysis, code navigation, or workflow automation.
Familiarity with SSO, SAML 2.0, OAuth 2.0, or Okta; experience inspecting code in GitHub is also useful.
Location
Remote, with a requirement to be located on the U.S. East Coast. Primary location: New York, New York, United States.
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