Support Engineer I

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.

What you'll do:

• 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

How you'll measure success:

• Ticket resolution time, first-response time, and customer satisfaction (CSAT) scores from support interactions
• Number of new or updated knowledge base articles, FAQs, and customer-facing documentation that reduce repeat inquiries
• Efficiency of issue escalation and resolution, feedback from engineering and product teams, and contributions to process improvements
• Customer surveys, internal team feedback, and qualitative insights from stakeholders on the effectiveness of support interactions and 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 and basic programming concepts (e.g., JavaScript, HTML, CSS)
• You possess strong communication skills and can explain technical concepts in an accessible way for diverse audiences
• You have a problem-solving mindset with the ability to think critically and prioritize effectively
• You have a passion for learning new technologies and continuously improving your technical and customer service skills

How You'll be Rewarded:

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

We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility and adoption/surrogacy support), flexible time off, free OneMedical memberships for you and your dependents, and 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 and experience.

The base salary range represents the low and high end of CLEAR’s salary range for this position. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance. The range listed is just one component of CLEAR’s total compensation package for employees and 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 and 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 and hundreds of partners around the world, CLEAR’s identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and 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.

#LI-Hybrid

#LI-Remote

#LI-Onsite

Salary : $90,000 - $110,000