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$85K–$105K/yrRemoteFull-timeSeniorIT
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You apply directly with the employer. We never charge applicants.
$85K–$105K/yr
Published by the employer
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer based in Canada.
As a Senior Support Engineer, you’ll help raise the standard of technical support for a growing portfolio of municipal software products used by more than 1,300 local governments. You’ll combine deep technical troubleshooting with exceptional client service, taking ownership of complex issues from the first conversation through confirmed resolution. Working closely with developers, you’ll diagnose problems, reproduce bugs, create actionable technical reports, and follow issues through to completion. You’ll also turn recurring customer questions and technical discoveries into better documentation, AI support workflows, product improvements, and training resources. The role offers substantial autonomy and is designed for someone who can make sound decisions without constant direction while keeping clients and teammates informed. AI is an important part of the workflow, with opportunities to use tools such as Claude to investigate systems, accelerate troubleshooting, and improve support operations. This is a remote, customer-focused role for a technically curious problem solver who enjoys helping people and making systems better.
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.
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.
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.