SaaS Technical Support Engineer: Impactful & Fast-Paced

Accela; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible time off

Medical, dental, and vision plans

Family planning benefits

401(k) with company match

Health Savings Account

Flexible Spending Account

Life, accident, and disability cover

Job summary

Accela is seeking a Technical Support Engineer to join our U.S.-based team. You will be the first point of contact for customer inquiries, troubleshoot configuration issues, and coordinate with engineers to resolve complex defects.

You will document steps in Salesforce and contribute to the knowledge base while striving to meet KPIs for response and resolution times. The role requires 1–3 years in SaaS support, strong communication skills, and experience with Salesforce Service Cloud.

Qualifications

• 1–3 years in SaaS technical support or related customer-facing troubleshooting role.
• Experience with application configuration, user roles, and permissions.
• Strong analytical, written, and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Salesforce Service Cloud or similar CRM system.
• Demonstrated curiosity, accountability, and follow-through.

Responsibilities

• Serve as the first point of contact for customer inquiries via cases or phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and validate with tests.
• Document reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to expedite defects.
• Own cases until resolution and provide timely updates.
• Contribute to knowledge base with new solutions and FAQs.
• Participate in swarm sessions to accelerate resolution of widespread issues.
• Meet or exceed KPIs for response time, resolution time, customer satisfaction.
• Represent voice of the customer and provide feedback on usability and gaps.

Skills

SaaS support

Configuration & permissions

Salesforce Service Cloud

Analytical & communication skills

Multitasking in fast-paced environment

Curiosity & accountability

Education

Associate/Bachelor’s in CS/IT or related field

Tools

Azure

AWS

SQL basics

Job description

Accela is seeking a Technical Support Engineer to join our U.S.-based team. You will be the first point of contact for customer inquiries, troubleshoot configuration issues, and coordinate with engineers to resolve complex defects.

You will document steps in Salesforce and contribute to the knowledge base while striving to meet KPIs for response and resolution times. The role requires 1–3 years in SaaS support, strong communication skills, and experience with Salesforce Service Cloud.