[Hiring] Senior Support Engineer @Town Web

Role Description

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.
• Own a client's problem from the first message to the confirmed fix.
• Build a relationship a clerk trusts.
• Turn what you learn into better documentation and a better product.
• This is not a ticket-closing job; prioritize client experience.
• Work with developers daily to diagnose issues.
• Reproduce problems and provide detailed documentation for developers.

Qualifications

• Five or more years in technical support or support engineering at a software company.
• Experience with an issue tracker (Linear preferred, Jira or similar).
• Familiarity with Intercom or similar support tooling.
• Experience writing knowledge base articles.
• Experience with AI tools such as Claude.
• Nice to have: government or municipal software experience.
• Able to travel within the US a few times a year.

Requirements

• 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.
• Identify and fix the ten most common questions clerks ask.

Benefits

• Salary of $85,000 to $105,000 a year, depending on experience.
• 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.
• No health plan or 401(k) offered currently.