[Remote] Manager, Technical Support at Accela

Remote

Apply Now

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

5–8 years of experience in SaaS or enterprise software support, including 2+ years in a leadership role
Technical foundation in web technologies, such as APIs, SQL, and cloud-hosted platforms
Demonstrated success driving metrics-based performance and process improvement
Excellent written and verbal communication skills with an emphasis on clarity and empathy
Experience collaborating with Engineering, Product, and Customer Success organizations
Strong analytical skills and comfort working with dashboards and reporting tools (e.g., Salesforce, Tableau, Power BI)
Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)

Responsibilities

Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence
Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases
Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues
Review case quality, documentation, and testing/replication accuracy to maintain consistency and continuous improvement
Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis
Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends
Facilitate regular coaching sessions and career development plans for team members
Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments
Contribute to knowledge management by encouraging documentation and reusability of solutions
Serve as an escalation point for high-impact customer issues and executive-level inquiries

Skills

Accela

Cloud-based solutions for government agencies

About Accela

Accela provides cloud-based solutions designed for government agencies to enhance civic engagement and streamline operations. Its main product, the Construct API, enables developers to create applications that improve interactions between government entities and citizens. These applications can assist with various civic functions, including permitting, licensing, code enforcement, and public health management. Accela differentiates itself from competitors by offering a subscription-based Software as a Service (SaaS) model, along with open-source tools and resources that foster a community of developers focused on civic technology. The company's goal is to improve efficiency, transparency, and citizen satisfaction in government services.

San Ramon, CaliforniaHeadquarters

1999Year Founded

$151.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Government & Public Sector, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Family Planning Benefits

401(k) Retirement Plan

401(k) Company Match

Health Savings Account/Flexible Spending Account

Life Insurance

Disability Insurance

Mental Health Support

Risks

Emerging civic tech startups pose a threat to Accela's market share.

Integration challenges with OpenCounter may disrupt service delivery.

Economic downturns could reduce government spending on Accela's SaaS solutions.

Differentiation

Accela offers a comprehensive suite of cloud-based solutions for government agencies.

The Construct API enables developers to enhance civic engagement and streamline operations.

Accela's acquisition of OpenCounter simplifies permitting and licensing processes for users.

Upsides

Increased demand for digital government services boosts Accela's SaaS offerings.

Smart city initiatives globally expand Accela's market reach.

Data-driven decision-making in government operations increases demand for Accela's analytics capabilities.

Land your dream remote job 3x faster with AI

Try Jobo Free