Senior Support Engineer
New
T
Town Web · HeyGov · ClerkMinutesMunicipal software
Open to candidates in the United States, Canada, the United Kingdom, and Ireland., Central US hoursFull-TimeSenior
Salary$85,000 to $105,000 a year, depending on experience
Apply NowOpens the employer's application page
Job Details
- Experience
- Five or more years in technical support or support engineering at a software company, working directly with engineers
- Required Skills
- JiraWordPressTechnical support
Requirements
- Have five or more years of technical support or support engineering experience at a software company, working directly with engineers.
- Use an issue tracker daily; Linear is preferred, and Jira or a similar tool is acceptable.
- Have experience with Intercom or similar support tooling, including work with an AI support agent.
- Have written a knowledge base that other people relied on.
- Use AI tools such as Claude as part of daily work.
- Troubleshoot technical issues using error messages, browser console and network tools, DNS records, WordPress, and code with Claude's help.
- Know how to write actionable bug reports and work effectively with developers.
- Be a clear, warm, precise writer and a patient teacher for less technical users.
- Be comfortable speaking with clients by phone and video and taking ownership of issues through resolution.
- Be able to travel within the US a few times a year; travel is not required.
- Experience with government or municipal software, WordPress-based websites, hospitality, or other service-first work is a plus.
Responsibilities
- Design and maintain the process for moving issues from support to developers, and coach teammates by example.
- Own client problems from the first message through the confirmed fix, providing updates and coordinating recovery when accounts are strained.
- Diagnose which product and layer an issue affects, reproduce it, and document steps and evidence for developers.
- Track and follow up on Linear issues, then confirm fixes with clients.
- Use Claude to trace behavior in the code repository and draft small, well-understood changes for developer review.
- Maintain the help center and write articles and troubleshooting guides based on recurring client questions.
- Review and tune Fin, the Intercom AI support agent, by improving source articles and clarifying questions.
- Handle support conversations across Town Web, HeyGov, and ClerkMinutes, and help new clients through onboarding.
- Build client relationships through proactive check-ins, product-usage reviews, and account support.
- Train clients through calls, videos, and webinars in partnership with Product Managers.
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