Support Engineer I

Summary

Join CLEAR as a Support Engineer and be the first line of support, ensuring members and partners have a positive experience. You will work across various teams to understand and resolve partner issues. A strong technical background is needed to diagnose and resolve technical problems, build a knowledge base, and collaborate with internal teams. Success is measured by ticket resolution time, customer satisfaction, and contributions to process improvements. The role requires experience in a customer-facing technology role, technical proficiency, strong communication skills, and a problem-solving mindset. CLEAR offers competitive compensation, benefits, and opportunities for professional development.

Requirements

• Have experience working in a customer-facing role, ideally in a technology-focused environment
• Be technically proficient, with experience working with APIs and basic programming concepts (e.g., JavaScript, HTML, CSS)
• Possess strong communication skills and can explain technical concepts in an accessible way for diverse audiences
• Have a problem-solving mindset with the ability to think critically and prioritize effectively
• Have a passion for learning new technologies and continuously improving your technical and customer service skills

Responsibilities

• Respond to customer inquiries and support tickets, providing timely, clear, and empathetic assistance
• Diagnose and resolve technical issues related to CLEAR’s platform, APIs, and integrations by asking effective questions and analyzing data
• Create a knowledge base and playbooks of how to effectively resolve common issues
• Collaborate with internal teams to escalate and triage complex technical issues, ensuring a seamless resolution process
• Record and communicate bug reports, feature requests, and enhancement ideas to the product and engineering teams

Benefits

• Meals and snacks in the office
• Well-being and learning & development stipend and reimbursement programs
• Comprehensive healthcare plans
• Family building benefits (fertility and adoption/surrogacy support)
• Flexible time off
• Free OneMedical memberships for you and your dependents
• 401(k) retirement plan with employer match
• Annual bonuses
• Commission
• Restricted Stock Units