Technical Support Engineer (Frontline)

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.

• →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 escalate 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.

• 1–3 years in SaaS technical support or related customer-facing troubleshooting role.
• Familiarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).
• 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.

• 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.

• Customer Empathy: Anticipates and responds to customer needs with patience and understanding.
• Testing & Replication: Accurately reproduces issues to isolate root cause and validate fixes.
• Ownership: Takes accountability for case quality and customer satisfaction.
• Collaboration: Partners effectively with peers and cross-functional teams.
• Continuous Improvement: Identifies and documents process and product improvements.

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