As a Support Engineer at CLEAR, you will be our first line of support to ensure our members & partners have a magical experience. You will work across our Business, Product, & Engineering teams to develop a deep understanding of the problems our partners are facing & 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.

What you'll do:

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

How you'll measure success:

• Ticket resolution time, first-response time, & customer satisfaction (CSAT) scores from support interactions
• Number of new or updated knowledge base articles, FAQs, & customer-facing documentation that reduce repeat inquiries
• Efficiency of issue escalation & resolution, feedback from engineering & product teams, & contributions to process improvements
• Customer surveys, internal team feedback, & qualitative insights from stakeholders on the effectiveness of support interactions & solutions

What you're great at:

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

How You'll be Rewarded:

At CLEAR we help YOU move forward - because when youre at your best, were at our best. Youll work with talented team members who are motivated by our mission of making experiences safer & easier. In our offices, youll enjoy benefits like meals & snacks. We invest in your well-being & learning & development with our stipend & reimbursement programs. 

We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility & adoption/surrogacy support), flexible time off, free OneMedical memberships for you & your dependents, & a 401(k) retirement plan with employer match. 

The base salary range for this role is $90,000-$110,000, depending on levels of skills & experience.

The base salary range represents the low & high end of CLEARs salary range for this position. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience & performance. The range listed is just one component of CLEARs total compensation package for employees & other rewards may include annual bonuses, commission, Restricted Stock Units

About CLEAR

Have you ever had that green-light feeling? When you hit every green light & the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 27+ million passionate members & hundreds of partners around the world, CLEARs identity platform is transforming the way people live, work, & travel. Whether its at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, & more seamless experiences - making them all feel like magic.

CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.

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