Clera
Senior Enterprise Support Engineer
- Location
- New York, NY, US
- Arrangement
- Remote
- Employment type
- Full-time
- Level
- Senior
- Posted
- 12 November 2026 (3 days ago)
Checked 2 days agoApplications go to the employer, never to RoleSprint
About this role
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.
Work location
- New York, NY, US
Ready to make a decision?
This role is either worth your time or it isn’t.
Analyze the posting against your experience, see the gaps clearly, and build the right materials only if the opportunity makes sense.
Nothing is submitted automatically. You choose what happens next.
About this listing
Published on Ashby under the board identifier Clera, which is the name the employer’s own job board carries. RoleSprint has not verified the company’s registered or trading name, so it is shown exactly as published rather than tidied up.
RoleSprint is not the employer and not a recruiter. Applications are made on the employer’s own site and never reach us; what RoleSprint does is help you decide whether a role is worth your time and prepare for it if it is.
Published 12 November 2026, last checked 2 days ago. A posting stops being advertised here 90 days after the employer published it, and one the employer takes down is marked closed rather than quietly removed.