Senior Support Engineer - Municipal Tech & Client Success
Town-Web
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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
Tools
Job description
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.
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