Senior Support Engineer

About Us

Town Web Design builds tailored municipal software solutions designed especially for clerks, including resident-friendly websites, digital forms and payment systems, and automated meeting minutes. Our products serve over 1,300 local governments across the United States, supporting counties, cities, villages, and towns. We work closely with municipal clerks and their teams who handle local government operations.

Role Overview

The Senior Support Engineer role leads our Client Success team by elevating our standards in customer support. This position entails resolving complex client issues from initial contact to confirmed resolution, fostering trusted client relationships, and continuously improving documentation and product quality.

Key Responsibilities

• Design and maintain an effective process for escalating issues from support to developers.
• Set communication and documentation standards and guide the support team by example.
• Transform solutions into actionable playbooks for team use and AI tools.
• Create warm, personalized support experiences, especially for non-technical users.
• Take ownership of complex client problems until fully resolved, keeping clients updated regularly.
• Detect and address early signs of account issues, running recovery efforts proactively.
• Diagnose problems accurately before escalating to developers, reproducing issues and documenting clear, comprehensive bug reports.
• Manage and improve the help center knowledge base, writing new articles and troubleshooting guides to reduce recurring tickets.
• Tune AI support tools by refining articles and training AI to better handle ambiguous requests.
• Produce training videos for clients’ self-paced learning.
• Support client onboarding and maintain regular phone/video contact, including ad hoc calls as needed.
• Build deep relationships with assigned accounts, understand their goals, usage, and potential needs.
• Perform proactive account check-ins and use product usage data to help clients maximize value.
• Attend industry events and conferences to meet clients in person, with all travel expenses covered.
• Identify opportunities for service expansion and renewal, collaborating with the sales team.
• Co-host webinars with Product Managers to advance client proficiency with new features.

Who You Are

• Empathetic and personable, with a natural ability to calm and assist clerks who may be stressed or non-technical.
• Hospitable and service-oriented, ideally with experience in hospitality or a customer-focused field.
• Experienced in technical support at reputable companies known for excellence (e.g., Basecamp).
• Technically proficient: comfortable analyzing errors, using browser developer tools, DNS records, WordPress, and AI tools like Claude.
• Familiar with developer workflows and skilled at producing actionable bug reports.
• Self-motivated, exercising high autonomy in decision-making and communication.
• Clear and considerate writer able to communicate effectively with clients and internal teams.
• Patient and natural teacher for less technical users.
• Strong account perspective, seeing beyond individual tickets to overall client health.

Preferred Backgrounds

• Former Genius Bar or similar hands-on support roles focused on personal problem-solving.
• Experience from companies celebrated for customer support excellence like Basecamp, Automattic, or Help Scout.
• Transitioned hospitality professionals with a passion for software support.
• Municipal or deputy clerks familiar with local government environments who also know software well.

Who This Role Is Not Suited For

• Those preferring to manage tickets rather than engage directly with people.
• Individuals who find non-technical users frustrating.
• People who prefer to hand problems off to developers immediately without investigating.
• Those needing close supervision and step-by-step instructions.

Work Style

• Highly independent and driven by ownership.
• Adaptable across multiple products and brands.
• Comfortable working within a lean, documentation-centered team.
• Proactively maintains client relationships rather than reacting to issues.

Success Indicators

• Clients consistently report excellent support experiences.
• Clients are always informed about who is managing their issues.
• Bug reports are comprehensive and lead to smooth fixes without developer follow-up questions.
• Recurring issues decrease over time.
• Help center content is updated weekly, enabling the AI to resolve more issues monthly.
• Client feedback drives product improvements and automation.
• Strong renewal and expansion rates linked to managed accounts.
• The overall team improves due to your leadership and example.

Technical Proficiencies and Tools

• Issue tracking systems, especially Linear; alternatives like Jira also acceptable.
• Support software like Intercom and AI support agents.
• Knowledge base writing.
• AI-based tools such as Claude integrated with code repositories.
• Screen recording, Zoom phone, and internal help center platforms.

Additional Information

• Role is fully remote, operating Central US working hours.
• Open to candidates residing in the United States, Canada, United Kingdom, and Ireland.
• Must be available to travel within the U.S. occasionally, but travel is not mandatory.
• Application process includes written questions, a short recorded teaching video, a cultural survey, interviews including a role-play, and a paid take-home exercise.

Compensation and Benefits

• Annual salary ranging from $85,000 to $105,000 based on experience.
• Entitled to 20 paid vacation days plus public holidays based on country of residence.
• Fully remote position with a stipend for internet service.
• Gym membership or wellness stipend provided.
• No company healthcare or retirement plans currently offered; salary reflects this.