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Senior Support Engineer

3 hours, 58 minutes ago
United States, Canada, United Kingdom, Ireland
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
DNS JIRA Linear WordPress
Apply Now
Town Web

Town Web

Town Web specializes in creating and hosting user-friendly websites tailored for small and medium-sized municipalities, enhancing the online presence and accessibility of local government information for residents across the United States.

IT Services
1-10
Founded 2007
View All Jobs 4

Description

  • Own client problems from initial contact through confirmed resolution, providing regular updates and coordinating recovery when accounts are strained.
  • Diagnose issues across websites, forms, payments, calendars, transcripts, and minutes before escalating them to developers.
  • Reproduce bugs, document steps with screenshots or recordings, file complete issues in Linear, and follow fixes through release.
  • Maintain and improve the help center, troubleshooting guides, training videos, and AI agent responses in Intercom and Fin.
  • Handle support conversations, onboarding, phone and video calls, and proactive account check-ins across all products.
  • Use product usage data to identify clients needing additional help, training, or product value.
  • Build trusted relationships with assigned municipal accounts and identify potential expansion and renewal opportunities.
  • Coach teammates by setting standards for support replies, calls, documentation, and client experience.
  • Collaborate with product managers on webinars, training, and feature education.
  • Attend clerk conferences and marketing events several times per year, with travel and lodging covered.

Requirements

  • 5+ years of technical support or support engineering experience at a software company working directly with engineers.
  • Daily experience using an issue tracker; Linear preferred, with Jira or similar accepted.
  • Experience with Intercom or similar support tools, including AI support agents.
  • A knowledge base or documentation set that other people relied on.
  • Daily working experience with AI tools such as Claude.
  • Strong technical troubleshooting skills, including browser developer tools, network inspection, DNS, WordPress, and code investigation.
  • Ability to write clear bug reports and communicate warmly and precisely with technical and non-technical audiences.
  • High autonomy, strong ownership, proactive account management, and patience as a teacher.
  • Preferred experience with municipal software, WordPress websites, hospitality, or other service-first work.
  • Ability to travel within the United States a few times per year; helpful but not required.

Benefits

  • $85,000–$105,000 annual salary, depending on experience.
  • Fully remote work aligned with Central US hours.
  • 20 paid vacation days plus public holidays in the employee’s country of residence.
  • Internet stipend.
  • Gym membership or wellness stipend.
  • Travel and lodging covered for company-related conferences and events.
  • No health plan or 401(k) currently offered; compensation reflects this.

Interested in this position?

Apply directly on the company website

Apply Now

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