Support Engineer I

CLEAR - Corporate•New York, NY

1d•Onsite

About The Position

As a Support Engineer at CLEAR, you will be our first line of support to ensure our members and partners have a magical experience. You will work across our Business, Product, and Engineering teams to develop a deep understanding of the problems our partners are facing and help find the best path to resolving issues as they come up. We are looking for a candidate with a strong technical background who is able to dig into various issues to find the root cause & help build the process to make this a more efficient effort.

Requirements

Experience working in a customer-facing role, ideally in a technology-focused environment
Technically proficient, with experience working with APIs and basic programming concepts (e.g., JavaScript, HTML, CSS)
Strong communication skills and can explain technical concepts in an accessible way for diverse audiences
A problem-solving mindset with the ability to think critically and prioritize effectively
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