Senior Support Engineer - Remote Municipal Software

Mosaec; Northern (KY); À distance; USD 85 000 - 105 000; Plein temps

Avantages offerts par ce poste

Fully remote

Central US hours

Internet stipend

Wellness stipend

Vacation days + holidays

Résumé du poste

Town Web seeks a Senior Support Engineer to lead support quality across Town Web, HeyGov, and ClerkMinutes. This remote role operates in Central US hours, supporting clients across the United States and beyond.

Compensation ranges from $85,000 to $105,000 annually, with travel to client sites as needed and a focus on client satisfaction. You will own escalation processes, improve knowledge bases, partner with product and development teams, and coach junior staff to raise the standard of client

Qualifications

• Five or more years in technical support or support engineering at a software company.
• Intercom or similar support tooling experience.
• Experience with AI tools (Claude) in daily work.
• Nice to have: government or municipal software exposure.
• Willingness to travel within the US a few times a year.

Responsabilités

• Design how issues move from support to developers and keep the path working.
• Raise the bar for replies, calls, and write‑ups and coach teammates.
• Create playbooks from fixes for the team and Fin.
• Delight clients by making interactions personal, warm, and unhurried.
• Own problems from start to finish with clear ownership and updates.
• Diagnose products and hand off to developers with clear steps.

Connaissances

Technical support experience

Support engineering

Communications

Outils

Intercom

Linear

Claude

Help center

Zoom

Screen recording

Description du poste

Town Web seeks a Senior Support Engineer to lead support quality across Town Web, HeyGov, and ClerkMinutes. This remote role operates in Central US hours, supporting clients across the United States and beyond.

Compensation ranges from $85,000 to $105,000 annually, with travel to client sites as needed and a focus on client satisfaction. You will own escalation processes, improve knowledge bases, partner with product and development teams, and coach junior staff to raise the standard of client