Senior Support Engineer AI-Driven Remote Municipal Software

Jobgether SRL; United States; A distancia; USD 85.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote position

Central U.S. hours

20 paid vacation days

Internet stipend

Wellness stipend

Travel opportunities

Descripción de la vacante

Jobgether SRL, listed on behalf of a partner company, seeks a Senior Support Engineer based in the United States. You will own complex client issues from initial report to resolution, design workflows to route problems to development, and produce detailed, developer-ready bug reports with logs and steps.

You will use AI tools to accelerate troubleshooting, maintain a knowledge base, and train others while supporting onboarding for new clients.

Formación

• 5+ years in technical support or support engineering within software
• Strong troubleshooting: read errors, browser/network activity, DNS, WordPress
• Experience with issue-tracking systems (Linear, Jira)
• Experience with Intercom or similar support platforms, incl. AI agents
• Experience creating knowledge bases or technical docs
• Practical use of AI tools (Claude) for investigation and productivity
• Ability to manage investigations independently and make decisions without heavy oversight
• Excellent written and verbal communication with a customer-focused style
• Strong ownership mindset and ability to handle multiple products and streams

Responsabilidades

• Take ownership of complex client issues from report to resolution
• Design and maintain workflows for moving issues from support to development
• Set high standards for client communication and escalation quality
• Diagnose issues by identifying product, component, and technical layer
• Create developer-ready bug reports with logs, steps, and recordings
• Monitor open engineering issues and communicate outcomes to clients
• Use AI-assisted tools to trace behavior and support fixes
• Improve knowledge base and AI support workflows
• Create training materials to improve client proficiency
• Support onboarding for new clients and reach value quickly
• Build relationships with accounts through proactive communication

Conocimientos

Technical troubleshooting

Communication

Independent investigations

Customer service

Documentation

AI tools usage

Bug reporting

Herramientas

Jira

Linear

Intercom

Claude

Descripción del empleo

Jobgether SRL, listed on behalf of a partner company, seeks a Senior Support Engineer based in the United States. You will own complex client issues from initial report to resolution, design workflows to route problems to development, and produce detailed, developer-ready bug reports with logs and steps.

You will use AI tools to accelerate troubleshooting, maintain a knowledge base, and train others while supporting onboarding for new clients.