Taking applicationsTechnical Support·Posted 22d ago
Senior Support Engineer
Town Web
Anywhere in the World
Pay
$41–$50.5/hr
Job type
Full-time · Remote
Hours
US hours
Location
Worldwide
EnglishSenior level
About the role
Town Web is hiring a senior support engineer for its Client Success team to own municipal-clerk clients' problems from first message to confirmed fix. The role combines hands-on technical troubleshooting with developers, plus writing help-center documentation and tuning an AI support agent, working Central US hours.
What you'll do
- Own client problems from first message to confirmed fix
- Design and maintain the support-to-developer escalation path
- Diagnose which product and layer an issue lives in before escalating
- Reproduce issues and file detailed reports in Linear
- Maintain and improve the help center and troubleshooting guides
- Tune the Fin AI agent and fix failed answers at the source
- Coach teammates and set standards for replies, calls, and write-ups
- Record short training videos for clients
What you'll need
- Senior-level support experience
- Strong technical troubleshooting ability
- Excellent written and verbal client communication
- Able to work Central US hours
- Eligible to work in US, Canada, UK, or Ireland
- Comfortable working with developers and issue trackers
Skills
Technical troubleshootingReproducing and documenting bugsWorking with developersLinear issue trackingWriting help-center articlesAI support agent tuning (Fin, Intercom)Using Claude for code tracingClient relationship building
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