Senior Support Engineer at Town Web

Town Web: Senior Support Engineer

Headquarters: United States
URL: https://townweb.com

Location: Remote (Central US hours)
Compensation: $85,000 – $105,000 per year
Eligibility: Open to candidates in the United States, Canada, the United Kingdom, and Ireland.

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About Us

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.

The Role

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.

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. 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.

Your First 90 Days

• Learn all of our products well enough to teach them.
• Take over every open escalation and close or schedule each one.
• Rebuild the path from support to our developers so nothing leaves the queue untracked.
• Find the ten questions clerks ask most and fix each at the source: an article, a Fin answer, or a product change.

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.
• Step in when the AI agent or the documentation is not enough.
• Treat client sentiment as the real measure of success, not ticket speed.
• Look for small moments to go above and beyond.

Own the problem from start to finish

• Be the named person on an account when things go wrong: one owner, one plan, regular updates.
• Step in early when an account shows strain and run the recovery.
• 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, 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 to trace where a behavior comes from; for small 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.
• Write and improve articles from real, recurring questions on a weekly rhythm.
• Tune Fin: review where it failed, fix the article, and teach it to ask clarifying questions.
• Record short training videos.

Support and onboarding

• Handle the conversations Fin cannot resolve across Town Web, HeyGov, and ClerkMinutes.
• Help new clients through onboarding with the projects team.
• Talk with clerks by phone and video every week.

Account care

• Build real relationships with your assigned accounts.
• Run proactive, recurring check-ins instead of waiting for tickets.
• Use product usage data to spot clients who are not getting full value yet.
• Meet clients in person at clerk conferences and marketing events (travel & lodging expenses covered).

Spot opportunity

• Tell clients about services they do not use yet 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.
• Work with Product Managers to co-host webinars about new features and training.

Tools you will use: Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.

Who You Are

• People-focused: You pick up the phone gladly and leave stressed clients calmer than you found them.
• Hospitable: A background in hospitality or service-first fields is a plus.
• Experienced: You have done support at a company known for it (e.g., Basecamp, Automattic, Help Scout).
• Technically deep: You can read errors, use the browser console/network tab, check DNS, navigate WordPress, and follow code trails with Claude.
• At home with developers: You know what a good bug report contains.
• Autonomous: You decide, act, and report.
• Communicator: A clear, warm, precise writer and a natural, patient teacher.

Requirements

• Five or more years in technical support or support engineering at a software company, working directly with engineers.
• Experience with an issue tracker (Linear preferred, Jira or similar is fine).
• Experience with Intercom or similar support tooling, including AI support agents.
• A history of writing documentation that others relied on.
• Proficiency with AI tools like Claude.
• Nice to have: Experience with government/municipal software, WordPress, or hospitality.
• Ability to travel within the US a few times a year.

Benefits

• Salary: $85,000 – $105,000 per year.
• 20 paid vacation days, plus public holidays.
• Fully remote work environment.
• Internet stipend.
• Gym membership or wellness stipend. (Note: We do not offer a health plan or a 401(k) at this time.)

How to Apply

1. Apply through Workable. You will answer two short questions and record a two-minute Loom video teaching us one thing.
2. Complete the Culture Index survey (required for review).
3. Interview with our Head of Client Success.
4. Paid take-home exercise.
5. Conversation with our CTO and founder, including a short role-play call.
6. Offer letter, if selected.