Remote Senior Support Engineer

Senior Support Engineer Town Web · HeyGov · ClerkMinutes. Remote, Central US hours. $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.Our clients are municipal clerks and the government teams around them. 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. It is also a technical job. 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.

Rebuild the path from support to our developers so nothing leaves the queue untracked

Design how issues move from support to developers, and keep that path working

Make every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article

Step in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed

Be the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed

Step in early when an account shows strain (repeat tickets, a rough launch, a frustrated message) and run the recovery. Make sure nothing sits untracked once it leaves the support queue

Work out which product and which layer an issue lives in before you hand it to a developer

Reproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs

For small, well-understood fixes, draft the change for a developer to review

Knowledge base and AI support

Inherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from

Record short training videos so clients can learn at their own pace

Support and onboarding

Handle 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 quickly

Talk with clerks by phone and video every week. Account care

Build real relationships with your assigned accounts

Understand 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 ask

Use product usage data to spot clients who are not getting full value yet

We cover all travel & lodging expenses

Tell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch

Training

Get clients to real proficiency with the product, not just past their immediate question

Work with Product Managers to co-host webinars about new features and training

Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone. Documentation is the foundation everything else runs on, not an afterthought

Teaching over ticket-closing. 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 them

A background in hospitality or another service-first field is a plus

You have done support somewhere known for it. 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 help

A natural teacher, patient with less technical users

Able to see the whole account, not just the ticket in front of you

Someone who learned support at a company known for it, such as Basecamp, Automattic, or Help Scout

A hotel or hospitality professional who moved into software and kept the instincts

A former municipal or deputy clerk who was always the one who figured out the software. You find non-technical users frustrating

Proactive rather than reactive with accounts

Help center articles created or improved every week, and Fin resolving more each month

Expansion and renewals tied to the accounts you touch

Account relationships that are trusted, not just responsive

Five or more years in technical support or support engineering at a software company, working directly with engineers

Intercom or similar support tooling, including work with an AI support agent

AI tools such as Claude already part of your daily work

Nice to have: government or municipal software, WordPress-based websites, hospitality or other service-first work

Able to travel within the US a few times a year. Not required, but very helpful to understand our customers better.

You will answer two short questions in writing and record a two-minute Loom video teaching us one thing

Complete the Culture Index survey. Conversation with our CTO and founder, including a short role-play call with a clerk who needs help

20 paid vacation days, plus public holidays for your country of residence

• Fully remote, working Central US hours
• We do not offer a health plan or a 401(k) today.