Senior Support Engineer

About this role

Own complex client support issues from first contact through confirmed resolution, while providing warm, personal service to municipal clerks. Diagnose technical problems, work closely with developers, and improve documentation and AI-assisted support. The role also includes onboarding, account care, client training, and identifying opportunities to improve client outcomes.

About the company

Town Web builds municipal websites and clerk software that help local governments publish information, collect payments, and manage meeting minutes.

The team

Client Success

Stack

What you'll do

• Own client escalations and keep clients updated until issues are resolved
• Diagnose and reproduce technical issues, then create actionable developer reports in Linear
• Improve help-center articles, troubleshooting guides, training videos, and Fin AI responses
• Support onboarding, provide client training, and conduct proactive account check-ins
• Coach teammates and improve the support-to-development process

What we're looking for

• Five or more years in technical support or support engineering at a software company, working directly with engineers
• Experience using an issue tracker and support tooling such as Intercom, including an AI support agent
• Experience writing knowledge-base content that others relied on
• Use AI tools such as Claude as part of daily work
• Strong technical troubleshooting, communication, teaching, and client-ownership skills
• Able to work Central US hours

Nice to have

• Experience with municipal or government software, WordPress, or hospitality
• Able to travel within the US a few times a year

Benefits

• 20 paid vacation days plus public holidays for country of residence
• Internet stipend
• Gym membership or wellness stipend
• Fully remote work

Hiring process

1. Interview with the Head of Client Success
2. Paid take-home exercise based on real client situations
3. Conversation with the CTO and founder, including a role-play support call