Senior Enterprise Support Engineer
At Clera · New York; New York, United States
- Customer support
- Full-time
- Senior
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“New York”
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- Posted
- 19 hours ago
- First seen by us
- 13 November 2026
- Last checked
- 12 hours ago
Job description
From Clera’s job post, as they wrote it.
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.
Read the full description
* 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.
Senior Enterprise Support EngineerClera
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