Senior Support Engineer
New
T
Town WebMunicipal software
Open to candidates in the United States, Canada, the United Kingdom, and Ireland., Central US hoursFull-TimeSenior
Salary85,000 - 105,000 USD per year
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Job Details
- Experience
- Five or more years in technical support or support engineering at a software company, working directly with engineers
- Required Skills
- WordPressTechnical 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.
- Be technically capable of using browser developer tools, checking DNS records, navigating WordPress, and tracing behavior into code with Claude's help.
- Be able to create clear bug reports and communicate technical issues to developers.
- Be a clear, warm, and precise writer and a patient teacher for less technical users.
- Be able to travel within the US a few times a year.
Responsibilities
- Design and maintain the process for moving issues from support to developers, and coach teammates by example.
- Own client problems from first contact through confirmed resolution, providing regular updates and running account recoveries when needed.
- Diagnose which product and layer an issue affects, reproduce it, and document it with screenshots or a recording.
- File issues in Linear with the details developers need, track them through resolution, and confirm fixes with clients.
- Maintain the help center, write and improve articles and troubleshooting guides, and tune Fin based on where it fails.
- Handle support conversations across Town Web, HeyGov, and ClerkMinutes, and help new clients through onboarding.
- Build client relationships, run proactive check-ins, and use product usage data to identify clients who need help.
- Train clients through calls, videos, and webinars, and share relevant service opportunities with clients and the sales team.
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