Senior Support Engineer

About the role

Serve as the senior member of a client success team, raising the standard of support for local government clerks. Own client problems from first contact to confirmed fix and turn lessons into better documentation and product.

What you will do

• Turn fixes into playbooks the team and the AI agent can follow
• Handle escalations personally, with one owner, one plan and regular updates until resolved
• Reproduce and document technical problems so developers can act without follow-up questions
• Spot accounts under strain and run recovery, including calls, open-item lists and dates

What they look for

• Both strong troubleshooting skills and a warm, patient manner with clients
• Ability to work daily with developers and pinpoint where a problem lives
• Comfort owning a client issue from first message to confirmed fix
• Willingness to take extra calls when a client needs them

Pay

USD 85,000 to 105,000 per year