Senior Support Engineer

• Take ownership of complex client issues from the initial report through diagnosis, resolution, communication, and final confirmation with the customer.

• Design and maintain effective workflows for moving issues from support to development, ensuring that escalations remain visible, documented, and tracked through resolution.

• Set a high standard for client communication, technical write-ups, support calls, and escalation quality while helping teammates improve through example and coaching.

• Diagnose issues before escalating them by identifying the affected product, component, and technical layer, reproducing problems, and gathering relevant evidence.

• Create detailed developer-ready bug reports using screenshots, recordings, reproduction steps, logs, browser tools, and other relevant technical information.

• Monitor open engineering issues, follow up on blocked work, validate fixes, and communicate outcomes directly to affected clients.

• Use AI-assisted development and investigation tools to trace application behavior, understand code paths, and support small, well-understood fixes for developer review.

• Maintain and improve the knowledge base supporting multiple software products and the AI-powered customer support experience.

• Create troubleshooting guides and documentation based on recurring support questions, distinguishing between similar issues and enabling customers and AI tools to resolve more cases independently.

• Review AI support performance, identify failures, improve source documentation, and refine workflows so the AI agent can ask clarifying questions and provide more accurate assistance.

• Create short training videos and educational resources that help clients develop lasting product proficiency rather than simply resolve individual questions.

• Support customer onboarding alongside project teams, helping new clients reach value quickly and confidently.

• Build strong relationships with assigned accounts through proactive communication, recurring check-ins, phone calls, and video meetings.

• Use product usage information and account signals to identify clients who may need additional support, training, or guidance.

• Participate in customer conferences and industry events several times a year, with travel and lodging expenses covered.

• Identify relevant opportunities to introduce customers to additional services and flag potential expansion or renewal opportunities to the sales team.

• Partner with Product Managers on webinars, feature education, and customer training initiatives.

• Continuously improve support processes, internal tools, documentation, automation, and AI workflows to reduce recurring issues and increase customer success.

Requirements:

• 5+ years of experience in technical support or support engineering within a software environment, ideally working directly with engineering teams.

• Strong technical troubleshooting skills, including the ability to read errors, inspect browser console and network activity, investigate DNS records, navigate WordPress environments, and trace issues into application code.

• Experience working with issue-tracking systems such as Linear, Jira, or comparable tools.

• Experience with Intercom or similar customer support platforms, preferably including exposure to AI-powered support agents.

• Demonstrated experience creating and maintaining knowledge bases or technical documentation relied upon by other people.

• Practical, daily experience using AI tools such as Claude to investigate technical issues, understand systems, or improve productivity.

• Strong understanding of what makes a high-quality software bug report and experience collaborating closely with developers to resolve technical issues.

• Ability to manage technical investigations independently and make informed decisions without heavy day-to-day oversight.

• Excellent written and verbal communication skills, with a warm, clear, precise, and customer-focused communication style.

• Strong customer service instincts and the ability to remain patient, empathetic, and composed when working with stressed or non-technical users.

• Natural teaching ability, with the patience and clarity required to help users develop confidence and proficiency with software.

• Ability to understand an entire customer account and broader business context rather than focusing exclusively on individual tickets.

• Strong ownership mindset, with the ability to decide, act, communicate progress, and follow through without being prompted.

• Comfortable switching between multiple products, responsibilities, and concurrent workstreams in a lean, documentation-first environment.

• Strong technical judgment and the ability to balance thorough troubleshooting with pragmatic, timely resolution.

• Experience in municipal or government software, WordPress-based websites, hospitality, or other service-first environments is a plus.

• Willingness and ability to travel within the United States a few times per year is helpful for gaining deeper customer and industry context.

Benefits:

• Annual salary of $85,000–$105,000, depending on experience.

• Fully remote position.

• Work schedule aligned with Central U.S. hours.

• 20 paid vacation days.

• Public holidays based on your country of residence.

• Internet stipend.

• Gym membership or wellness stipend.

• Opportunity to work directly with a large base of municipal and government customers.

• High-autonomy environment with meaningful ownership over customer relationships and technical issues.

• Close collaboration with developers, product teams, and customer success professionals.

• Opportunities to use AI tools and automation to improve technical support workflows.

• Exposure to diverse software products spanning websites, digital forms, payments, reservations, campaigns, agendas, transcripts, and meeting minutes.

• Opportunities to attend clerk conferences and industry events, with travel and lodging expenses covered.

• Opportunity to influence documentation, AI support, product improvements, and engineering workflows.

• Supportive environment focused on customer experience, technical excellence, teaching, and continuous improvement.