{"id":1895885,"url":"https://alion.io/job/town-web-senior-support-engineer","title":"Senior Support Engineer","company":{"id":5684,"name":"Town Web Design","domain":"townweb.com","url":"https://alion.io/company/town-web","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US","GB","CA","IE"],"hiring_countries_total":4,"salary":{"min":85000,"max":105000,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Claude","optional":false},{"name":"Intercom","optional":false},{"name":"Linear","optional":false},{"name":"Basecamp","optional":true},{"name":"DNS","optional":true},{"name":"Jira","optional":true},{"name":"PHP","optional":true},{"name":"WordPress","optional":true}],"status":"live","first_seen_at":"2026-10-05T08:22:05Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-09T00:54:24Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Senior Support Engineer\nTown 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.\nAbout us\nWe 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.\nOur 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.\nThe role\nThis 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.\nOur 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.\nThis 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.\nIt 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.\nYou 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.\nYour first 90 days\nLearn all of our products well enough to teach them\nTake over every open escalation and close or schedule each one\nRebuild the path from support to our developers so nothing leaves the queue untracked\nFind the ten questions clerks ask most and fix each at the source: an article, a Fin answer, or a product change\nWhat you will do\nRaise the standard\nDesign how issues move from support to developers, and keep that path working\nSet the bar for replies, calls, and write-ups, and coach teammates by example\nTurn what you fix into playbooks the team and Fin can follow\nDelight clients\nMake every interaction feel personal, warm, and unhurried, especially for less technical users who would rather talk to a person than read a help article\nStep in when the AI agent or the documentation is not enough, and make sure the client feels heard and helped, not processed\nTreat client sentiment as the real measure of success, not ticket speed\nLook for small moments to go above and beyond, and share what works so it becomes how the whole team operates\nOwn the problem from start to finish\nBe the named person on an account when things go wrong: one owner, one plan, regular updates, until the client says it is fixed\nStep 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 through\nMake sure nothing sits untracked once it leaves the support queue\nDiagnose, then escalate\nWork out which product and which layer an issue lives in before you hand it to a developer\nReproduce it, capture the steps with screenshots or a recording, and file it in Linear with everything a developer needs\nCheck on your open Linear issues, chase what is stuck, and confirm the fix with the client\nUse 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\nKnowledge base and AI support\nInherit and maintain the help center for all of our products. It is what our AI agent (Fin, in Intercom) answers from\nWrite and improve articles from real, recurring questions, on a weekly rhythm measured against live ticket volume\nWrite troubleshooting guides that separate look-alike problems, so the next person, or Fin, can tell them apart\nTune Fin: review where it failed, fix the article, and teach it to ask a clarifying question when a request could mean two things\nRecord short training videos so clients can learn at their own pace\nSupport and onboarding\nHandle the conversations Fin cannot resolve across Town Web (websites), HeyGov (forms, payments, reservations, campaigns), and ClerkMinutes (agendas, transcripts, minutes)\nHelp new clients through onboarding with the projects team so they reach value quickly\nTalk with clerks by phone and video every week. Get on a call whenever a situation needs a human voice\nAccount care\nBuild real relationships with your assigned accounts\nUnderstand 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\nRun 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 performing\nUse product usage data to spot clients who are not getting full value yet\nMeet clients in person. Join us at clerk conferences and marketing events a few times a year. We cover all travel & lodging expenses\nSpot opportunity\nTell clients about services they do not use yet (digital forms, payments, .gov domains, accessibility, training) without it feeling like a pitch\nFlag possible expansion and renewal opportunities to the sales team\nTraining\nGet clients to real proficiency with the product, not just past their immediate question\nWork with Product Managers to co-host webinars about new features and training\nTools you will use: Intercom and Fin, Linear, Claude, our help center, screen recording, Zoom phone.\nHow we work\nDelight over deflection. The goal is happy, successful clients, not fewer conversations\nOwnership over routing. A hard case is yours until it is resolved\nDiagnose before you escalate. A developer should never have to ask what the client actually saw\nDocumentation is the foundation everything else runs on, not an afterthought\nTeaching over ticket-closing. Proficiency, not just an answer\nWho you are\nYou 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 them\nHospitable by nature. A background in hospitality or another service-first field is a plus\nYou have done support somewhere known for it. The standard we have in mind is Basecamp: competent, calm, and trusted to make the call\nTechnically 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 help\nAt home with developers. You know what a good bug report contains and you have filed plenty\nHigh autonomy. You decide, act, and report. You do not wait to be told\nA clear, warm, precise writer, with clients and across teams\nA natural teacher, patient with less technical users\nAble to see the whole account, not just the ticket in front of you\nWho you might be\nSomeone who worked the Genius Bar at an Apple Store and misses solving problems for a person, not a queue\nSomeone who learned support at a company known for it, such as Basecamp, Automattic, or Help Scout\nA hotel or hospitality professional who moved into software and kept the instincts\nA former municipal or deputy clerk who was always the one who figured out the software. You already know our clients' world\nOr maybe none of these! If the rest of this page sounds like you, we certainly want to hear from you\nThis is not the job for you if\nYou would rather work a queue than talk to people\nYou find non-technical users frustrating\nYou want to hand a problem to a developer and move on\nYou need someone to tell you what to do next\nWork style\nIndependent and ownership-driven. You do not need heavy oversight to perform\nComfortable wearing several hats across products and brands\nComfortable in a lean, documentation-first team\nProactive rather than reactive with accounts\nWhat success looks like\nClients describe working with us as a great experience\nNo client has to ask who is handling their problem. They already know it is you\nIssues you file get fixed without a developer asking for more detail\nTickets stop recurring, not just get answered\nHelp center articles created or improved every week, and Fin resolving more each month\nRepeat questions turned into product fixes or automation\nExpansion and renewals tied to the accounts you touch\nAccount relationships that are trusted, not just responsive\nThe rest of the team gets better because you are on it\nRequirements\nExperience\nFive or more years in technical support or support engineering at a software company, working directly with engineers\nAn issue tracker used daily: Linear preferred, Jira or similar is fine\nIntercom or similar support tooling, including work with an AI support agent\nA knowledge base you wrote that other people relied on\nAI tools such as Claude already part of your daily work\nNice to have: government or municipal software, WordPress-based websites, hospitality or other service-first work\nAble to travel within the US a few times a year. Not required, but very helpful to understand our customers better.\nHow to apply\nApply through Workable. You will answer two short questions in writing and record a two-minute Loom video teaching us one thing\nComplete the Culture Index survey. You can do it right after you apply. We only review candidates who have completed it\nInterview with our Head of Client Success\nPaid take-home exercise built from real client situations\nConversation with our CTO and founder, including a short role-play call with a clerk who needs help\nOffer letter, if selected\nBenefits\nSalary of $85,000 to $105,000 a year, depending on experience\n20 paid vacation days, plus public holidays for your country of residence\nFully remote, working Central US hours\nInternet stipend\nGym membership or wellness stipend\nWe do not offer a health plan or a 401(k) today. 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