[Remote] Software Support Engineer at Accela

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Technical degree or 2+ years in SaaS Technical Support (or equivalent experience)
Proven judgment and ownership delivering outstanding customer service
Experience querying large datasets in relational databases
Experience troubleshooting public/private REST APIs and third-party integrations
Experience with Windows Server
Familiarity with agile SDLC and modern programming/scripting (e.g., .NET, Java, JavaScript, SQL)
Strong problem-solving, communication, organization, and interpersonal skills
Ability to use remote tools (Zoom/Teams/call bridges/email) to triage and resolve issues
Skill using documented knowledge, forums, and other resources to accelerate troubleshooting

Responsibilities

Diagnose and resolve issues across SaaS and On-Prem environments
Provide hands-on technical assistance (troubleshooting, code/architecture analysis)
Become an Accela SME; handle sensitive/high-priority escalations end-to-end
Analyze logs, large datasets, and REST APIs; identify root cause and drive fixes
Partner with Engineering/Product—escalate only verified code defects
Create and improve customer-facing knowledge base content
Mentor Support teams on technical depth and customer communication
Challenge the status quo using data; drive process and quality improvements
Perform other related duties as assigned

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.

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