{"id":4209024,"url":"https://alion.io/job/clera-senior-enterprise-support-engineer","title":"Senior Enterprise Support Engineer","company":{"id":2706,"name":"Clera","domain":"getclera.com","url":"https://alion.io/company/clera","size_band":"11-50","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":80,"open_postings":40,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["New York, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"Datadog","optional":false},{"name":"GitHub","optional":false},{"name":"Grafana","optional":false},{"name":"Loki","optional":false},{"name":"Okta","optional":false},{"name":"Rest API","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-12T18:02:30Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T00:27:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About the Role\nJoin 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.\nWhat You'll Do\nOwn enterprise customer technical issues from initial contact through resolution.\n\nLead video calls with senior customer stakeholders, including strategy discussions and incident de-escalations.\n\nAnalyze SQL queries, cloud logs, JSON payloads, and source code to identify root causes.\n\nInvestigate, reproduce, and resolve incidents involving web applications, REST APIs, webhooks, microservices, and databases.\n\nUse generative AI and agentic coding tools to automate triage, analyze logs, and develop self-service knowledge resources.\n\nBuild and refine support playbooks, service-level agreements, escalation paths, and diagnostic runbooks.\n\nIdentify customer workflow challenges and partner with Product and Engineering on requirements and product improvements.\n\nWhat We're Looking For\nAt least 4 years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.\n\nExperience independently investigating and resolving production incidents across applications, APIs, webhooks, microservices, and databases.\n\nHands-on SQL skills and practical experience with cloud log analysis tools such as CloudWatch, Datadog, Splunk, Grafana, or Loki.\n\nStrong understanding of REST APIs, JSON, webhooks, HTTP status codes, and browser developer tools.\n\nExperience advising enterprise stakeholders on live video calls and handling high-stakes customer situations.\n\nActive use of generative AI and agentic coding tools for log analysis, code navigation, or workflow automation.\n\nFamiliarity with SSO, SAML 2.0, OAuth 2.0, or Okta; experience inspecting code in GitHub is also useful.\n\nLocation\nRemote, with a requirement to be located on the U.S. East Coast. 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