Senior Support Engineer — Remote Client Success Lead

Town Web Design; United States; Remote; CAD 121,000 - 149,000; Full time

Benefits offered by this job

Fully remote

Internet stipend

Gym membership or wellness stipend

20 vacation days

Job summary

Qualifications

• Five or more years in technical support or support engineering at a software company.
• Experience with issue trackers (Linear preferred; Jira acceptable).
• Experience using Intercom or similar support tooling and AI support agents.
• Experience creating knowledge base articles relied on by others.
• Willingness to travel within the US a few times a year (helpful).

Responsibilities

• 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.
• Turn fixes into playbooks for the team and for Fin.
• Delight clients with personal, warm, and unhurried support.
• Own the problem from start to finish with regular updates to clients.
• Diagnose before elevating; reproduce issues and document steps for developers.

Skills

Technical support

Communication

Troubleshooting

AI support tools

Tools

Intercom

Linear

Claude

WordPress

Job description