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 daysLearn all of our products well enough to teach themTake over every open escalation and close or schedule each oneRebuild the path from support to our developers so nothing leaves the queue untrackedFind the ten questions clerks ask most and fix each at the source: an article, a Fin answer, or a product changeWhat you will do
Raise the standardDesign how issues move from support to developers, and keep that path workingSet the bar for replies, calls, and write-ups, and coach teammates by exampleTurn what you fix into playbooks the team and Fin can follow
Delight clientsMake every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help articleStep in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processedTreat client sentiment as the real measure of success, not ticket speedLook 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 finishBe the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixedStep 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 throughMake sure nothing sits untracked once it leaves the support queue
Diagnose, then escalateWork out which product and which layer an issue lives in before you hand it to a developerReproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needsCheck on your open Linear issues, chase what is stuck, and confirm the fix with the clientUse 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 supportInherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers fromWrite and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volumeWrite troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apartTune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two thingsRecord short training videos so clients can learn at their own pace
Support and onboardingHandle 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 quicklyTalk with clerks by phone and video every week. Get on a call whenever a situation needs a human voice
Account careBuild real relationships with your assigned accountsUnderstand what each client is trying to accomplish, what they use, what they do not know we offer, and where they will need help before they askRun proactive, recurring check-ins instead of waiting for tickets. For example, reach out a few weeks after go-live to review how their forms are performingUse product usage data to spot clients who are not getting full value yetMeet clients in person. Join us at clerk conferences and marketing events a few times a year. We cover all travel & lodging expenses
Spot opportunityTell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitchFlag possible expansion and renewal opportunities to the sales team
TrainingGet clients to real proficiency with the product, not just past their immediate questionWork with Product Managers to co-host webinars about new features and training
Tools you will use: Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.How we workDelight over deflection. The goal is happy, successful clients, not fewer conversationsOwnership over routing. A hard case is yours until it is resolvedDiagnose before you escalate. A developer should never have to ask what the client actually sawDocumentation is the foundation everything else runs on, not an afterthoughtTeaching over ticket-closing. Proficiency, not just an answerWho you areYou like people, and it shows. Clerks are often not technical, sometimes stressed, and now and then upset. You pick up the phone gladly and leave them calmer than you found themHospitable by nature. A background in hospitality or another service-first field is a plusYou have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the callTechnically deep. You read the error, open the browser console and the network tab, check a DNS record, find your way around WordPress, and follow the trail into the code with Claude's helpAt home with developers. You know what a good bug report contains and you have filed plentyHigh autonomy. You decide, act, and report. You do not wait to be toldA clear, warm, precise writer, with clients and across teamsA natural teacher, patient with less technical usersAble to see the whole account, not just the ticket in front of youWho you might beSomeone who worked the Genius Bar at an Apple Store and misses solving problems for a person, not a queueSomeone who learned support at a company known for it, such as Basecamp, Automattic, or Help ScoutA hotel or hospitality professional who moved into software and kept the instinctsA former municipal or deputy clerk who was always the one who figured out the software. You already know our clients' worldOr maybe none of these! If the rest of this page sounds like you, we certainly want to hear from youThis is not the job for you ifYou would rather work a queue than talk to peopleYou find non-technical users frustratingYou want to hand a problem to a developer and move onYou need someone to tell you what to do nextWork styleIndependent and ownership-driven. You do not need heavy oversight to performComfortable wearing several hats across products and brandsComfortable in a lean, documentation-first teamProactive rather than reactive with accountsWhat success looks likeClients describe working with us as a great experienceNo client has to ask who is handling their problem. They already know it is youIssues you file get fixed without a developer asking for more detailTickets stop recurring, not just get answeredHelp center articles created or improved every week, and Fin resolving more each monthRepeat questions turned into product fixes or automationExpansion and renewals tied to the accounts you touchAccount relationships that are trusted, not just responsiveThe rest of the team gets better because you are on it
RequirementsExperienceFive or more years in technical support or support engineering at a software company, working directly with engineersAn issue tracker used daily: Linear preferred, Jira or similar is fineIntercom or similar support tooling, including work with an AI support agentA knowledge base you wrote that other people relied onAI tools such as Claude already part of your daily workNice to have: government or municipal software, WordPress-based websites, hospitality or other service-first workAble to travel within the US a few times a year. Not required, but very helpful to understand our customers better.How to applyApply through Workable. You will answer two short questions in writing and record a two-minute Loom video teaching us one thingComplete the Culture Index survey. You can do it right after you apply. We only review candidates who have completed itInterview with our Head of Client SuccessPaid take-home exercise built from real client situationsConversation with our CTO and founder, including a short role-play call with a clerk who needs helpOffer letter, if selected
BenefitsSalary of $85,000 to $105,000 a year, depending on experience20 paid vacation days, plus public holidays for your country of residenceFully remote, working Central US hoursInternet stipendGym membership or wellness stipend
We do not offer a health plan or a 401(k) today. The salary range reflects that.