Senior Support Engineer

Town-Web; United States; Remote; USD 85,000 - 105,000; Full time

Job summary

Town Web is seeking a Senior Support Engineer to join our Client Success team remotely, with Central US hours. You will own client issues end-to-end, work closely with developers, and elevate support quality across Town Web’s products for municipal clerks and staff.

You will craft playbooks, improve the knowledge base, and mentor teammates while delivering warm, human support that scales with AI-assisted tools.

Qualifications

• Five+ years in technical support or support engineering.
• Experience collaborating with software engineers to resolve complex issues.
• Proven ability to manage end-to-end customer problems.
• Familiarity with AI support tools (Claude) and issue tracking systems.

Responsibilities

• Design how issues move from support to developers and maintain that flow.
• Set standards for replies, calls, and write-ups; coach teammates.
• Create playbooks from fixes to guide the team.
• Delight clients by making interactions personal and unhurried.
• Own the account from first contact to fix; provide regular updates.
• Diagnose issues before escalation and reproduce steps for developers.
• Maintain knowledge base and train AI agent to improve answers.
• Assist with onboarding and client training across Town Web products.
• Foster proactive account care, renewals, and expansions.
• Travel within the US a few times a year if needed.

Skills

Technical troubleshooting

Customer communication

AI tool usage (Claude)

Cross-team collaboration

Tools

Linear

Jira

Intercom

Claude

Job description

Senior Support Engineer

Town Web · HeyGov · ClerkMinutes. Remote, Central US hours. $85,000 to $105,000 a year. Open to candidates in the United States, Canada, the United Kingdom, and Ireland.

About us

We make municipal software built for clerks: websites residents can use, forms and payments that replace stacks of paper, and meeting minutes drafted after every meeting. More than 1,300 local governments rely on us, from counties and cities to villages and towns. We have local government clients in almost every state in the U.S.

Our clients are municipal clerks and the government teams around them. They keep city hall running and rarely get thanked for it. Your job is to make working with us the easy part of their week.

The role

This is the senior seat on our Client Success team. We are hiring you to raise the standard of our support: fix what is broken, write down how it should work, and show what great looks like.

Our AI agent now answers repeatable, well-documented questions. What is left is the work that only a person can do: own a client's problem from the first message to the confirmed fix, build a relationship a clerk trusts, and turn what you learn into better documentation and a better product.

This is not a ticket-closing job. Think of a great 5-star hotel that puts slippers by the bed before you ask. We want a clerk to finish a conversation with you and tell the clerk in the next town about the great experience they had. If that takes three calls, take three calls.

It is also a technical job. You will work with our developers every day. When something breaks, you work out where it lives before anyone else has to. Is the problem on the events calendar on the client's homepage, or in the calendar widget embedded on a department page? Is the wrong speaker name only in the transcript, or is it also in the finished minutes? You reproduce it, write it up so a developer can act without a follow-up question, stay on it until it ships, and tell the client yourself.

You need both halves. A brilliant troubleshooter who is short with a clerk will not work here. Neither will a lovely person who forwards every problem to a developer.

Your first 90 days

• Learn all of our products well enough to teach them
• Take over every open escalation and close or schedule each one
• Rebuild the path from support to our developers so nothing leaves the queue untracked
• Find the ten questions clerks ask most and fix each at the source: an article, a Fin answer, or a product change

What you will do

Raise the standard

• Design how issues move from support to developers, and keep that path working
• Set the bar for replies, calls, and write-ups, and coach teammates by example
• Turn what you fix into playbooks the team and Fin can follow

Delight clients

• Make every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article
• Step in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed
• Treat client sentiment as the real measure of success, not ticket speed
• Look for small moments to go above and beyond, and share what works so it becomes how the whole team operates

Own the problem from start to finish

• Be the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed
• Step in early when an account shows strain (repeat tickets, a rough launch, a frustrated message) and run the recovery. Get on a call, write down what is open, set dates, follow through
• Make sure nothing sits untracked once it leaves the support queue

Diagnose, then escalte

• Work out which product and which layer an issue lives in before you hand it to a developer
• Reproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs
• Check on your open Linear issues, chase what is stuck, and confirm the fix with the client
• Use Claude, connected to our code repository, to trace where a behavior comes from. For small, well-understood fixes, draft the change for a developer to review

Knowledge base and AI support

• Inherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from
• Write and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume
• Write troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart
• Tune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things
• Record short training videos so clients can learn at their own pace

Support and onboarding

• Handle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes)
• Help new clients through onboarding with the projects team so they reach value quickly
• Talk with clerks by phone and video every week. Get on a call whenever a situation needs a human voice

Account care

• Build real relationships with your assigned accounts
• Understand what each client is trying to accomplish, what they use, what they do not know we offer, and where they will need help before they ask
• Run proactive, recurring check-ins instead of waiting for tickets. For example, reach out a few weeks after go-live to review how their forms are performing
• Use product usage data to spot clients who are not getting full value yet
• Meet clients in person. Join us at clerk conferences and marketing events a few times a year. We cover all travel & lodging expenses

Spot opportunity

• Tell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch
• Flag possible expansion and renewal opportunities to the sales team

Training

• Get clients to real proficiency with the product, not just past their immediate question
• Work with Product Managers to co-host webinars about new features and training

Tools you will use: Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.

How we work

• Delight over deflection. The goal is happy, successful clients, not fewer conversations
• Ownership over routing. A hard case is yours until it is resolved
• Diagnose before you elevate. A developer should never have to ask what the client actually saw
• Documentation is the foundation everything else runs on, not an afterthought
• Teaching over ticket-closing. Proficiency, not just an answer

Who you are

• You like people, and it shows. Clerks are often not technical, sometimes stressed, and now and then upset. You pick up the phone gladly and leave them calmer than you found them
• Hospitable by nature. A background in hospitality or another service-first field is a plus
• You have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the call
• Technically deep. You read the error, open the browser console and the network tab, check a DNS record, find your way around WordPress, and follow the trail into the code with Claude's help
• At home with developers. You know what a good bug report contains and you have filed plenty
• High autonomy. You decide, act, and report. You do not wait to be told
• A clear, warm, precise writer, with clients and across teams
• A natural teacher, patient with less technical users
• Able to see the whole account, not just the ticket in front of you

Who you might be

• Someone who worked the Genius Bar at an Apple Store and misses solving problems for a person, not a queue
• Someone who learned support at a company known for it, such as Basecamp, Automattic, or Help Scout
• A hotel or hospitality professional who moved into software and kept the instincts
• A former municipal or deputy clerk who was always the one who figured out the software. You already know our clients' world
• Or maybe none of these! If the rest of this page sounds like you, we certainly want to hear from you

This is not the job for you if

• You would rather work a queue than talk to people
• You find non-technical users frustrating
• You want to hand a problem to a developer and move on
• You need someone to tell you what to do next

Work style

• Independent and ownership-driven. You do not need heavy oversight to perform
• Comfortable wearing several hats across products and brands
• Comfortable in a lean, documentation-first team
• Proactive rather than reactive with accounts

What success looks like

• Clients describe working with us as a great experience
• No client has to ask who is handling their problem. They already know it is you
• Issues you file get fixed without a developer asking for more detail
• Tickets stop recurring, not just get answered
• Help center articles created or improved every week, and Fin resolving more each month
• Repeat questions turned into product fixes or automation
• Expansion and renewals tied to the accounts you touch
• Account relationships that are trusted, not just responsive
• The rest of the team gets better because you are on it

Experience

• Five or more years in technical support or support engineering at a software company, working directly with engineers
• An issue tracker used daily: Linear preferred, Jira or similar is fine
• Intercom or similar support tooling, including work with an AI support agent
• A knowledge base you wrote that other people relied on
• AI tools such as Claude already part of your daily work
• Nice to have: government or municipal software, WordPress-based websites, hospitality or other service‑first work
• Able to travel within the US a few times a year. Not required, but very helpful to understand our customers better.