Senior Support Engineer - Remote Client Success Lead

Writing; Northern (KY); Hybrid; USD 85,000 - 105,000; Full time

Job summary

You will handle escalation management, write preventive articles, train teammates, and coordinate across Town Web brands like HeyGov and ClerkMinutes. Expect travel flexibility and a strong emphasis on customer success.

Qualifications

• Five or more years of technical support or support engineering at a software company.
• Experience writing or maintaining a knowledge base relied upon by others.
• Familiar with AI-assisted support workflows and collaborating with developers.

Responsibilities

• Raise the standard of client success and ownership from first contact to confirmed fix.
• Design processes for moving issues from support to developers and maintain them.
• Craft clear, actionable playbooks and write-ups for the team and product.
• Engage with clerks across channels to ensure a personal, warm, and unhurried experience.
• Work with developers to reproduce, document, and resolve issues so no follow-up is needed.

Skills

Technical support

Customer relationships

AI tools (Claude)

Cross-functional collaboration

Issue tracking (Linear/Jira)

Tools

Linear

Jira

Intercom

Claude

Job description

You will handle escalation management, write preventive articles, train teammates, and coordinate across Town Web brands like HeyGov and ClerkMinutes. Expect travel flexibility and a strong emphasis on customer success.