Senior Support Engineer

Town Web

3d•$85,000 - $105,000•Remote

About The Position

We make municipal software built for clerks: websites residents can use, forms and payments that replace stacks of paper, and meeting minutes drafted after every meeting. More than 1,300 local governments rely on us, from counties and cities to villages and towns. We have local government clients in almost every state in the U.S. Our clients are municipal clerks and the government teams around them. They keep city hall running and rarely get thanked for it. Your job is to make working with us the easy part of their week. This is the senior seat on our Client Success team. We are hiring you to raise the standard of our support: fix what is broken, write down how it should work, and show what great looks like. Our AI agent now answers repeatable, well-documented questions. What is left is the work that only a person can do: own a client's problem from the first message to the confirmed fix, build a relationship a clerk trusts, and turn what you learn into better documentation and a better product. This is not a ticket-closing job. Think of a great 5-star hotel that puts slippers by the bed before you ask. We want a clerk to finish a conversation with you and tell the clerk in the next town about the great experience they had. If that takes three calls, take three calls. It is also a technical job. You will work with our developers every day. When something breaks, you work out where it lives before anyone else has to. Is the problem on the events calendar on the client's homepage, or in the calendar widget embedded on a department page? Is the wrong speaker name only in the transcript, or is it also in the finished minutes? You reproduce it, write it up so a developer can act without a follow-up question, stay on it until it ships, and tell the client yourself. You need both halves. A brilliant troubleshooter who is short with a clerk will not work here. Neither will a lovely person who forwards every problem to a developer.

Requirements

Five or more years in technical support or support engineering at a software company, working directly with engineers
An issue tracker used daily: Linear preferred, Jira or similar is fine
Intercom or similar support tooling, including work with an AI support agent
A knowledge base you wrote that other people relied on
AI tools such as Claude already part of your daily work

Nice To Haves

Government or municipal software
WordPress-based websites
Hospitality or other service-first work
Able to travel within the US a few times a year. Not required, but very helpful to understand our customers better.

Responsibilities

Raise the standard: 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 by example. Turn what you fix into playbooks the team and Fin can follow.
Delight clients: Make every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article. Step in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed. Treat client sentiment as the real measure of success, not ticket speed. Look for small moments to go above and beyond, and share what works so it becomes how the whole team operates.
Own the problem from start to finish: Be the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed. Step in early when an account shows strain (repeat tickets, a rough launch, a frustrated message) and run the recovery. Get on a call, write down what is open, set dates, follow through. Make sure nothing sits untracked once it leaves the support queue.
Diagnose, then escalate: Work out which product and which layer an issue lives in before you hand it to a developer. Reproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs. Check on your open Linear issues, chase what is stuck, and confirm the fix with the client. Use Claude, connected to our code repository, to trace where a behavior comes from. For small, well-understood fixes, draft the change for a developer to review.
Knowledge base and AI support: Inherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from. Write and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume. Write troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart. Tune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things. Record short training videos so clients can learn at their own pace.
Support and onboarding: Handle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes). Help new clients through onboarding with the projects team so they reach value quickly. Talk with clerks by phone and video every week. Get on a call whenever a situation needs a human voice.
Account care: Build real relationships with your assigned accounts. Understand what each client is trying to accomplish, what they use, what they do not know we offer, and where they will need help before they ask. Run proactive, recurring check-ins instead of waiting for tickets. For example, reach out a few weeks after go-live to review how their forms are performing. Use product usage data to spot clients who are not getting full value yet. Meet clients in person. Join us at clerk conferences and marketing events a few times a year. We cover all travel & lodging expenses.
Spot opportunity: Tell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch. Flag possible expansion and renewal opportunities to the sales team.
Training: Get clients to real proficiency with the product, not just past their immediate question. Work with Product Managers to co-host webinars about new features and training.