Senior Support Engineer - Brazil, United States - WithClutch

Description

Clutch is transforming lending for financial institutions to enhance the financial well-being of US consumers. The average American carries over $155,000 in household debt.

Unlike fintech lenders and for-profit banks that often issue high-interest loans, credit unions in the United States operate as non-profit lenders offering lower cost loans.

Clutch, an Andreessen Horowitz backed vertical SaaS company, develops software that empowers credit unions to function as fintech lenders and responsibly lend to over 130M Americans.

Our rapid growth has seen us expand from a single-digit customer base to a diverse portfolio of medium to very large enterprise customers.

We are an ambitiousteam passionate about redefining lending and account opening via credit unions.

Our vision is to establish credit unions as market leaders in lending through consumer/fintech grade member experiences that integrate seamlessly with enterprise backends.

As an Support Engineer, you will be responsible for ensuring clients' success with Clutch's products by responding to support inquiries.

You'll troubleshoot and diagnose issues customers report and manage them through to resolution.

Some issues you'll be able to resolve on your own; for others you'll gather crucial information and escalate them internally while managing customer communication and expectations.

This role is a good fit for people with strong communication skills and a technical backgrounds who enjoy communicating and empathizing with both internal and external stakeholders.

You'll be responsible for:
Perform problem troubleshooting and verification by researching a customer's environment, error messages, and symptoms
Research knowledge base and documentation for reoccurring known issues - and help build our knowledge base where items aren't thoroughly documented
Engage with customers via multiple channels (email, ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
Provide status updates to management of ongoing high-risk cases
Ongoing self-directed learning to expand expertise of the existing product line
Work effectively across multiple teams to research and resolve product or customer issues
Participate in product conversations with internal teams based on feedback from client interactions
Train as a highly knowledgeable specialist in Clutch's product offerings
Become an expert on Clutch's platform capabilities and app design patterns
Work effectively across multiple teams to research and resolve product or customer issues
Skillset you will bring

You have excellent written and verbal communications skills and appreciate the importance of comprehensive documentation
You have strong collaboration skills and experience working with cross-functional teams.

You are passionate about technical documentation and tutorials and have a deep understanding of what makes a great knowledge base.

What's in it for me @Clutch?

Early team member of a well-funded and high-growth startup. We have A16z and CMFG ventures amongst other investors.
Opportunity to create a large impact in the credit union and fintech landscape experience of working with a stellar team ( highly ambitious while being kind and genuine)
Second-time founders who deeply understand the problem space, the fintech industry, and the venture ecosystem. The company already has a proven track record of top-notch products, customer success, and engineering talent.

Our founders, Nicholas Hinrichsen and Chris Coleman met at Stanford Business School in 2011 and have had a previous exit to Carvana.

Our leadership team includes Wharton and Berkeley Haas alumni with experience having worked at world-class product companies in the Bay Area and Brazil

International colleagues and markets:
USA, Brazil, Argentina, and Germany

Benefits and Perks:
This a remote role which can be based in any of the following LATAM countries: Brazil, Argentina, Peru, Colombia
2 amazing off-sites/year with the entire team
30 workdays of PTO
Stock Options
Budget for Home Office Setup
Budget for Work trips
Full-remote job

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