Senior Support Engineer

Senior Support Engineer

Town 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.

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.S.

Our 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.

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. 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.

This 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.

It 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.

You 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.

Your first 90 days

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 so nothing leaves the queue untracked

Find the ten questions clerks ask most and fix each at the source: an article, a Fin answer, or a product change

What you will do

Raise the standard

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

Set the bar for replies, calls, and write-ups, and coach teammates by example

Turn what you fix into playbooks the team and Fin can follow

Delight clients

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