Senior Support Engineer

🔥 14 hours ago

🌐 United States, Canada, +2 more countries – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote 🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote

💵 $85k - $105k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Town Web

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Town Web is a company specializing in designing and developing websites for municipalities. With over 16 years of experience, Town Web has created over 800 websites for local governments across 42 states in the U. S. They focus on creating accessible and user-friendly municipal websites that are ADA 508 compliant and mobile-friendly. Their offerings include custom design, online payment systems, file management, and SSL secure websites, as well as free redesigns every three years. Town Web is known for its excellent customer support, making it easier for town clerks and administrators to manage websites effectively.

📋 Description

• Raise the standard for client support and define issue flow from support to developers • Set standards for replies, calls, and technical write-ups, and coach teammates by example • Turn fixes into playbooks for the team and Fin • Own client problems from the first message through confirmed resolution • Manage account recovery for strained accounts and provide regular updates • Diagnose which product and technical layer an issue affects before escalation • Reproduce issues, capture steps with screenshots or recordings, and file complete reports in Linear • Track open Linear issues, follow up on blocked work, and confirm fixes with clients • Use Claude with the code repository to trace behaviors and draft small fixes for developer review • Maintain and improve the help center and troubleshooting guides for Town Web, HeyGov, and ClerkMinutes • Review and tune Fin’s responses and clarifying questions • Record short client training videos • Handle support conversations Fin cannot resolve via Intercom, phone, and video • Help onboard new clients with the projects team • Build relationships with assigned accounts and run proactive check-ins • Use product usage data to identify clients not receiving full value • Attend clerk conferences and marketing events a few times yearly • Identify service expansion and renewal opportunities and flag them to sales • Co-host webinars and training with Product Managers • Measure success through client experience, issue resolution, reduced recurring tickets, documentation, product improvements, and account growth

🎯 Requirements

• Five or more years in technical support or support engineering at a software company, working directly with engineers • Daily use of an issue tracker; Linear preferred, Jira or similar acceptable • Intercom or similar support tooling, including work with an AI support agent • Experience writing a knowledge base relied upon by others • AI tools such as Claude already part of daily work • Able to travel within the US a few times a year • Government or municipal software experience is nice to have • WordPress-based website experience is nice to have • Hospitality or other service-first work is nice to have • Apply through Workable, answer two short written questions, and record a two-minute Loom video • Complete the Culture Index survey; only candidates who complete it are reviewed • Complete interviews with the Head of Client Success, CTO, and founder • Complete a short role-play call and a paid take-home exercise

🏖️ Benefits

• 20 paid vacation days, plus public holidays for your country of residence • Fully remote, working Central US hours • Internet stipend • Gym membership or wellness stipend • We cover all travel & lodging expenses for clerk conferences and marketing events • Paid take-home exercise • We do not offer a health plan or a 401(k) today