Technical Support Engineer

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’s Technical Support Team is the primary point of contact for our customers' inquiries regarding the use and support of Accela’s industry-leading solutions. Our work is impactful we support the building of communities, help grow businesses, and protect citizens. We value and respect our team members, ensuring their success by providing the knowledge and resources needed to resolve complex problems. Additionally, our support team builds strong, lasting relationships with customers by understanding their needs and concerns. Join us as we lead the way in delivering a world-class, effortless support experience.
Ideal candidates for the Technical Support Engineer role at Accela thrive in an energetic, fast-paced environment. If you enjoy solving logic puzzles or love using technology to tackle real-world problems like organizing sports tournaments or planning long road trips with multiple vehicles we believe you have the right skills for this role. If you excel at troubleshooting unique and complex errors, this could be your dream job. Our team loves to learn new things, solve problems, and take on the challenge of navigating technical issues. Troubleshooting, researching, documenting solutions, and providing exceptional support are all part of the experience.

SPECIFIC 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 perform test validation to confirm behaviors.
• Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to expedite complex defects.
• Own cases until resolution or proper handoff, ensuring timely updates and clear communication.
• Contribute to the knowledge base with new solutions, FAQs, and process improvements.
• Participate in swarm sessions to accelerate resolution of widespread or critical issues.
• Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
• Represent the voice of the customer and provide feedback on product usability and gaps.

REQUIRED 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.

DESIRED QUALIFICATIONS

• Experience supporting government or enterprise SaaS applications.
• Familiarity with Accela Civic Platform, Citizen Access, or Accela Mobile.
• Basic scripting or SQL for testing and data analysis.
• Understanding of cloud environments (Azure, AWS).
• Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.

ABOUT ACCELA

For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING

The annual base salary range for this full-time position is$60,000 - $70,000(less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.

Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Accela’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.