Senior Support Engineer

Senior Support Engineer

Town Web · HeyGov · ClerkMinutes. Remote, Central US hours. $85,000 to $105,000 a year. Open to candidates in the United States, Canada, the United Kingdom, and Ireland.

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. If that takes three calls, take three calls.

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. Is the problem on the events calendar on the client's homepage, or in the calendar widget embedded on a department page? Is the wrong speaker name only in the transcript, or is it also in the finished minutes? 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.

You need both halves. A brilliant troubleshooter who is short with a clerk will not work here. Neither will a lovely person who forwards every problem to a developer.

• 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

What you will do

• 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, especially for less technical users who would rather talk to a person than read a help article
• Step in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed
• Treat client sentiment as the real measure of success, not ticket speed
• Look for small moments to go above and beyond, and share what works so it becomes how the whole team operates
• Own the problem from start to finish
• Be the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed
• Step in early when an account shows strain (repeat tickets, a rough launch, a frustrated message) and run the recovery. Get on a call, write down what is open, set dates, follow through
• 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 with screenshots or a recording, 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, connected to our code repository, to trace where a behavior comes from. For small, well-understood 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. It is what our AI agent (Fin, in Intercom) answers from
• Write and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume
• Write troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart
• Tune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things
• Record short training videos so clients can learn at their own pace
• Support and onboarding
• Handle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes)
• Help new clients through onboarding with the projects team so they reach value quickly
• Talk with clerks by phone and video every week. Get on a call whenever a situation needs a human voice
• Account care
• Build real relationships with your assigned accounts

What success looks like

• Clients describe working with us as a great experience
• No client has to ask who is handling their problem. They already know it is you
• Issues you file get fixed without a developer asking for more detail
• Tickets stop recurring, not just get answered
• Help center articles created or improved every week, and Fin resolving more each month
• Repeat questions turned into product fixes or automation
• Expansion and renewals tied to the accounts you touch
• Account relationships that are trusted, not just responsive
• The rest of the team gets better because you are on it

Requirements

• Experience
• Five or more years in technical support or support engineering at a software company, working directly with engineers
• An issue tracker used daily: Linear preferred, Jira or similar is fine
• Intercom or similar support tooling, including work with an AI support agent
• A knowledge base you wrote that other people relied on AI tools such as Claude already part of your daily work
• Nice to have: government or municipal software, WordPress-based websites, hospitality or other service-first work
• Able to travel within the US a few times a year. Not required, but very helpful to understand our customers better.
• How to apply
• Apply through Workable. You will answer two short questions in writing and record a two-minute Loom video teaching us one thing
• Complete the Culture Index survey. You can do it right after you apply. We only review candidates who have completed it
• Interview with our Head of Client Success
• Paid take-home exercise built from real client situations
• Conversation with our CTO and founder, including a short role-play call with a clerk who needs help
• Offer letter, if selected