Senior Support Engineer

This is a fully remote position, open to applicants in United States, +3 more countries.

📋 Description

• Elevate the quality of client support and establish a clear issue flow from the support team to developers.

• Define standards for responses, calls, and technical documentation, while mentoring teammates by setting a positive example.

• Transform solutions into playbooks for both the team and Fin.

• Take ownership of client issues from the initial inquiry until a confirmed resolution is reached.

• Manage account recovery for accounts facing challenges and provide consistent updates.

• Identify which product and technical layers are impacted by issues prior to escalation.

• Reproduce issues, document the steps with screenshots or recordings, and submit comprehensive reports in Linear.

• Monitor ongoing issues in Linear, follow up on blocked tasks, and verify fixes with clients.

• Utilize Claude alongside the code repository to trace behaviors and draft minor fixes for developer evaluation.

• Continuously enhance the help center and troubleshooting resources for Town Web, HeyGov, and ClerkMinutes.

• Review and refine Fin’s responses and clarifying inquiries.

• Create short training videos for clients.

• Manage support conversations that Fin is unable to resolve via Intercom, phone, or video.

• Assist in onboarding new clients in collaboration with the projects team.

• Cultivate relationships with assigned accounts and conduct proactive check-ins.

• Leverage product usage data to pinpoint clients who are not fully benefiting from the service.

• Participate in clerk conferences and marketing events several times a year.

• Recognize and highlight opportunities for service expansion and renewals to the sales team.

• Co-host webinars and training sessions with Product Managers.

• Evaluate success based on client experience, issue resolution, reduction in recurring tickets, documentation quality, product enhancements, and account growth.

⛳️ Requirements

• A minimum of five years in technical support or support engineering within a software company, directly collaborating with engineers.

• Daily usage of an issue tracking system; Linear is preferred, but Jira or a similar tool is acceptable.

• Experience with Intercom or comparable support tools, including interaction with an AI support agent.

• Proven track record of writing a knowledge base that is utilized by others.

• Familiarity with AI tools like Claude as part of daily tasks.

• Willingness to travel within the US a few times annually.

• Experience in government or municipal software is a plus.

• Knowledge of WordPress-based websites is advantageous.

• Background in hospitality or other service-oriented roles is a bonus.

• Apply via Workable, respond to two brief written questions, and submit a two-minute Loom video.

• Complete the Culture Index survey; only candidates who finish it will be considered.

• Participate in interviews with the Head of Client Success, CTO, and founder.

• Complete a brief role-play call and a compensated take-home exercise.

🏝️ Benefits

• 20 paid vacation days, in addition to public holidays for your country of residence.

• Fully remote work, adhering to Central US hours.

• Internet stipend provided.

• Gym membership or wellness stipend included.

• All travel and lodging expenses covered for clerk conferences and marketing events.

• Compensation for the take-home exercise.

• Please note that we currently do not offer a health plan or a 401(k).