[Remote] Software Support Engineer (Backline) at Accela

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, GovTechIndustries

Requirements

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
Desired Qualifications
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

Responsibilities

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

Skills

Key technologies and capabilities for this role

SQLREST APIsPostmanFiddlerWiresharkJavaScriptPythonC#log analysisroot cause analysisweb application architectureAzureAWS

Questions & Answers

Common questions about this position

What experience level is required for this Software Support Engineer role?

The position requires 4–7 years of SaaS product support or software engineering experience.

What technical skills are required for this position?

Required skills include advanced SQL and relational database knowledge, strong understanding of web application architecture, REST APIs, and integrations, hands-on experience with debugging tools like Postman, Fiddler, Wireshark, and experience with at least one programming language such as JavaScript, Python, or C#.

Is any compensation or salary information provided for this role?

This information is not specified in the job description.

What is the work arrangement or location policy for this job?

This information is not specified in the job description.

What makes a strong candidate for this Software Support Engineer position?

A strong candidate will have the required 4-7 years of experience, advanced SQL skills, REST API knowledge, debugging tool experience, and programming in JavaScript, Python, or C#, plus desired qualifications like Accela Civic Platform experience, cloud knowledge in Azure or AWS, and core competencies in technical mastery, analytical thinking, collaboration, mentorship, and customer advocacy.

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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