INTRODUCTION

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

ROLE AND RESPONSIBILITIES

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 motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs.

We offer holistic total rewards, including comprehensive healthcare plans, family-building benefits (fertility and adoption/surrogacy support), flexible time off, annual wellness stipend, free OneMedical memberships for you and your dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match. The total compensation range for this role is $100,000.00 - $140,000.00, depending on levels of skills and experience.

This range represents the combined base salary, annual bonus incentive, and new hire equity package (in Restricted Stock Units) for this position at CLEAR. Additionally, this role will be eligible for refresh equity grants as part of our ongoing compensation program. Actual compensation will vary based on factors including, but not limited to, location, education, skills, experience, and performance. All stock based compensation will be subject to the terms and conditions of applicable agreements.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

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.

We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.

LI-Onsite