Remote opportunity at
Town WebSenior Support Engineer
Town Web is seeking a Senior Support Engineer to elevate client success and technical support across its suite of municipal software, which includes websites, HeyGov, and…
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About This Role
Town Web is seeking a Senior Support Engineer to elevate client success and technical support across its suite of municipal software, which includes websites, HeyGov, and ClerkMinutes. Serving over 1,300 local governments and municipal clerks throughout the United States, the company aims to make working together a seamless experience for public sector teams. In this remote position operating during Central US hours, you will serve as the senior lead on…
Job Description
Town Web is seeking a Senior Support Engineer to elevate client success and technical support across its suite of municipal software, which includes websites, HeyGov, and ClerkMinutes. Serving over 1,300 local governments and municipal clerks throughout the United States, the company aims to make working together a seamless experience for public sector teams. In this remote position operating during Central US hours, you will serve as the senior lead on the Client Success team, owning technical problems from their initial message through to the confirmed fix.
This opportunity is ideal for a technically deep individual with a hospitality-first mindset who enjoys direct human interaction rather than just clearing a support queue. You will work closely with developers every day, reproduce complex software bugs, manage escalations, maintain the help center, and tune AI support tools like Fin and Claude. Success in this role means building trusted relationships with clerks, treating client sentiment as the primary metric, and turning recurring questions into permanent product or documentation fixes.
Responsibilities
- Raise support standards by establishing best practices for replies, phone calls, and technical write-ups.
- Own client problems from start to finish, serving as the named point of contact during account strain or complex issues.
- Diagnose software problems down to the correct product layer, reproduce issues, and file complete tickets in Linear.
- Trace behaviors and draft small code changes using Claude connected to the repository.
- Inherit, maintain, and expand the help center knowledge base on a weekly basis.
- Tune the AI agent Fin by reviewing failures, improving documentation, and adding clarifying questions.
- Handle complex support conversations across websites, HeyGov, and ClerkMinutes via phone, video, and text.
- Guide new clients through onboarding alongside the projects team to ensure rapid time-to-value.
- Conduct proactive check-ins and spot expansion or renewal opportunities for the sales team.
- Co-host webinars with product managers and attend select clerk conferences or marketing events in person.
Requirements
- Five or more years of experience in technical support or support engineering at a software company working directly with engineers.
- Daily experience utilizing an issue tracker such as Linear or Jira.
- Proficiency with support tooling like Intercom and working with an AI support agent.
- Experience writing and maintaining a knowledge base relied upon by others.
- Practical daily experience utilizing AI tools such as Claude.
Qualifications
- Experience with government or municipal software.
- Familiarity with WordPress-based websites.
- Background in hospitality or another service-first field.
Core Skills
Benefits
- Annual salary between $85,000 and $105,000 depending on experience.
- 20 paid vacation days plus public holidays for your country of residence.
- Internet stipend.
- Gym membership or wellness stipend.
- Travel and lodging expense coverage for company-approved events and conferences.
Frequently Asked Questions
Is this position remote?
Yes, the role is fully remote and operates during Central US hours. Candidates can apply from the United States, Canada, the United Kingdom, and Ireland.
What is the salary range for this role?
The annual salary ranges from $85,000 to $105,000, determined by experience.
Does the company offer health insurance or a retirement plan?
No, the posting states that health plans and 401(k) benefits are not currently offered.
What does the application and interview process involve?
Applicants apply through Workable by answering two written questions and recording a two-minute Loom video, followed by completing a Culture Index survey, an interview with the Head of Client Success, a paid take-home exercise, and a final conversation with the CTO and founder.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.