Software Support Engineer (Backline)

RemoteRemotemid

EngineeringCustomer SupportSoftware Support Engineer

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Quick Summary

Overview

Please note: This is a remote role; however, candidates must currently reside in the United States and be legally authorized to work in the U.S. at the time of application.

Technical Tools

EngineeringCustomer SupportSoftware Support Engineer

About the Role

~1 min read

Responsibilities

~1 min read

→Serve as the primary escalation point for unresolved cases from the Frontline team.
→Reproduce complex issues within sandbox or test environments to determine root cause.
→Conduct detailed log analysis, API tracing, and SQL-level data validation.
→Identify software defects and collaborate directly with Product Management & Engineering on debugging, verification, and fix validation.
→Partner with CloudOps to diagnose infrastructure, performance, or integration issues.
→Provide mentorship and technical guidance to Frontline Engineers.
→Contribute to internal documentation, technical training, and troubleshooting guides.
→Participate in post-mortems and defect triage meetings.
→Track recurring patterns and escalate systemic product or process issues.

Requirements

~1 min read

4–7 years of SaaS product support or software engineering experience.
Advanced SQL and relational database knowledge.
Strong understanding of web application architecture, REST APIs, and integrations.
Hands-on experience with debugging tools (Postman, Fiddler, Wireshark, etc.).
Root cause analysis and problem-solving skills.
Experience with at least one programming or scripting language (JavaScript, Python, or C#).
Excellent written and verbal communication.
Ability to manage multiple complex cases independently.

Requirements

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Experience with Accela Civic Platform, Citizen Access, or Accela Mobile.
Knowledge of Azure or AWS architecture and monitoring tools.
Experience in enterprise SaaS support or GovTech environments.
Familiarity with CI/CD pipelines and version control.
Bachelor’s degree in Computer Science or equivalent experience.

Technical Mastery: Expert-level troubleshooting across APIs, databases, and integrations.
Analytical Thinking: Reproduces and isolates complex issues methodically.
Collaboration: Communicates effectively across teams and departments.
Mentorship: Coaches peers and contributes to shared learning.
Customer Advocacy: Ensures accurate, sustainable resolutions for customers.

What We Offer

~1 min read

Listing Details

Posted: March 23, 2026
First seen: March 26, 2026
Last seen: April 12, 2026

Posting Health

Days active: 16
Repost count: 0
Trust Level: 49%
Scored at: April 12, 2026

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Accela

greenhouse

Accela provides a cloud-based platform of software solutions for government agencies, specializing in permitting, licensing, code enforcement, and citizen engagement.

Employees

750

Founded

1999

Domain

accela.com

Jobs

View 18 jobs

View company profile

Salary

$75,000 – $80,000

per year