Senior Enterprise Support Engineer

Clera
New York, NY
Remote

Who this role is best for

Best suited to technical problem-solvers with enterprise experience working in AI-driven software environments. The role emphasizes collaboration with product and engineering teams and requires on-the-ground presence on the U.S. East Coast.

Best fit for

  • Candidates with 4+ years in technical support roles and experience resolving production incidents across web applications and APIs
    — “Experience independently investigating and resolving production incidents across applications, APIs, webhooks, microservices, and databases.”
  • Professionals who are comfortable using generative AI and agentic coding tools for log analysis and workflow automation
    — “Use generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources.”

Things to consider

  • Must be physically located on the U.S. East Coast, even though the role is remote
    — “Remote, with a requirement to be located on the U.S. East Coast.”
  • Candidates should be prepared to engage with senior stakeholders in high-stakes video calls
    — “Lead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations.”

How to stand out

  • Highlight your ability to resolve complex customer issues independently and document your process in support playbooks
    — “Own enterprise customer technical issues from initial contact through resolution.”
  • Demonstrate hands-on SQL and cloud log analysis experience using tools like Splunk or CloudWatch
    — “Hands-on SQL skills and practical experience with cloud log analysis tools such as CloudWatch, Datadog, Splunk, Grafana, or Loki.”
  • Showcase experience working with REST APIs, JSON, and webhooks in your technical projects or support cases
    — “Strong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser developer tools.”
  • Include examples of past collaboration with product and engineering teams to improve workflows or tools
    — “Identify customer workflow challenges and partner with Product and Engineering on requirements and product improvements.”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • resolve complex customer issues
  • improve support function
Typical background
technical support experiencecloud log analysis

Skills & requirements

Required

Technical SupportSQLCloud Log AnalysisREST ApisAgentic Coding ToolsSupport Playbooks

Preferred

SSOSAML 2.0Oauth 2.0Okta

Stack & domain

SQLCloud Log AnalysisREST ApisJSONWebhooksMicroservicesDatabasesGenerative AIAgentic Coding ToolsSupport PlaybooksService-level AgreementsEscalation PathsDiagnostic RunbooksCustomer Workflow ChallengesProduct ImprovementsSSOSAML 2.0Oauth 2.0OktaGitHubTechnical AdvisorCustomer IssuesIncident ResponseVideo CallsStakeholder DiscussionsIncident De-escalationsRoot Cause AnalysisIncident InvestigationResolutionPlaybook DevelopmentEnterprise Support

About the role

Original posting from Clera via Ashby

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.

Source: Clera careers (Ashby)

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