Searching for senior remote support engineer roles? At Town Web, you can leverage your technical expertise to improve client interactions while working from home.
About the Role
As a Senior Support Engineer, you'll play a pivotal role in elevating the standard of client support for Town Web's municipal software. This position requires a blend of technical troubleshooting skills and exceptional client relationship management.
About the Company
Town Web specializes in creating municipal software tailored for clerks, including user-friendly websites and efficient forms and payment systems. With over 1,300 local government clients across the U.S., they are dedicated to enhancing the operational efficiency of city halls.
Why This Job Stands Out
- Join a dedicated team focused on enhancing client experiences in municipal software
- Enjoy the flexibility of a fully remote work setup while collaborating with a global team
- Be part of a culture that values personal interactions over ticket-closing
- Opportunity to work directly with developers and influence product improvements
- Engage in proactive account management to build lasting client relationships
Job Insights
RoleSenior Support Engineer
Work TypeRemote work from home job
Who This Job Is For
- Experienced professionals seeking senior remote admin jobs in technical support
- Candidates with a background in customer service and software troubleshooting
- Individuals looking for work from home opportunities that emphasize client relationships
- Technical support engineers eager to work with a remote team in the municipal software sector
- Filipino remote workers with a passion for improving customer experiences in tech
What You Will Do
- Raise the standard of support and enhance client satisfaction
- Diagnose and resolve client issues with a personal touch
- Design and maintain the workflow between support and development teams
- Create and improve documentation and knowledge base articles
- Build strong relationships with assigned accounts and provide proactive check-ins
- Support onboarding processes for new clients and ensure they achieve value quickly
What They Are Looking For
Skills & Experience
- Five or more years in technical support or support engineering at a software company
- Experience with issue tracking tools like Linear or Jira
- Proficiency in support tools such as Intercom and AI support agents
- Strong writing skills for creating documentation and knowledge base articles
- Familiarity with government or municipal software is a plus
What They Expect
- Own client problems from start to finish and ensure timely resolutions
- Provide warm, personal interactions to enhance client experiences
- Work collaboratively with developers to ensure effective problem-solving
- Monitor and follow up on open issues to confirm fixes with clients
- Conduct training sessions and webinars for clients on new features
What They Offer
- Salary of $85,000 to $105,000 a year, depending on experience
- 20 paid vacation days plus public holidays for your country of residence
- Fully remote work with Central US hours
- Internet stipend and gym membership or wellness stipend
Hiring Process
- Apply through Workable. You will answer two short questions in writing and record a two-minute Loom video teaching us one thing
- Complete the Culture Index survey. You can do it right after you apply. We only review candidates who have completed it
- Interview with our Head of Client Success
- Paid take-home exercise built from real client situations
- Conversation with our CTO and founder, including a short role-play call with a clerk who needs help
- Offer letter, if selected
Tips for Applicants
- Highlight your experience in technical support and client management in your application
- Prepare to discuss specific examples of how you've resolved complex client issues
- Showcase your familiarity with support tools and documentation practices
- Be ready to demonstrate your communication skills during the interview process
Frequently Asked Questions
What are the working hours for this remote position?
You will be working Central US hours, which may require some flexibility depending on your location.
Is travel required for this role?
While travel is not mandatory, it is beneficial to meet clients at conferences and events a few times a year.
What tools will I be using in this role?
You will use tools like Intercom, Linear, and Claude, along with screen recording and Zoom for client interactions.
What is the salary range for this position?
The salary ranges from $85,000 to $105,000 a year, depending on your experience.
