[Remote] Technical Support Engineer at Accela

Remote

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Software, SaaSIndustries

Requirements

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

Responsibilities

Serve as the 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

Skills

SaaS Technical Support

Troubleshooting

SQL

REST APIs

HTML

XML

JavaScript

Application Configuration

User Roles

Permissions

Analytical Skills

Communication Skills

Salesforce Service Cloud

Scripting

Testing

Data Analysis

Cloud Environments

Customer Empathy

Replication

Accountability

Follow-through

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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