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Town Web

Senior Support Engineer

Town Web

. Raise the standard for client support and define issue flow from support to developers .

Posted 10/6/2026full-timeRemote • United States, Canada, United Kingdom, IrelandSenior💰 $85,000 - $105,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and client relationship management, with a focus on issue resolution, documentation, and proactive client engagement. Proficient in using support tools and issue trackers to enhance client experience and drive product improvements.

Highest-signal resume keywords
Technical Support ExperienceIssue Tracking (Linear, Jira)Intercom Support ToolingKnowledge Base DevelopmentAI Tools (Claude)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportIssue DiagnosisDocumentation WritingClient TrainingAccount Recovery
Soft Skills
CoachingRelationship BuildingProactive CommunicationProblem Solving
Tools & Technologies
LinearJiraIntercomClaudeWordPress
Industry Keywords
Government SoftwareMunicipal SoftwareHospitality ExperienceService-First Work

Tech Stack

Tools & technologies
WordPress

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • 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