Technical Support Engineer

Remote

Apply with AI Apply

Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Enterprise Software, Government TechnologyIndustries

Requirements

Candidates must possess a technical degree in Computer Science, Information Technology, Information Systems, or a related field, or have at least 2 years of experience in SaaS Technical Support. Proven ability to provide superior customer service, strong understanding of case escalation processes, proficiency in Microsoft Office and Windows, and experience with remote access tools like Zoom are required. Familiarity with support ticketing systems, coding and technologies such as .NET, Java, jQuery, JavaScript, XML, HTML, and SQL, and experience supporting APIs, configuration, scripting, networking architecture, servers, mobile applications, GIS, GeoTMS, or right-of-way mapping are desired.

Responsibilities

The Technical Support Engineer will serve as the primary point of contact for customers, identifying solutions to their technical and business questions, and owning customer issues from start to finish. Responsibilities include contributing to the customer community and knowledge base by authoring content, assisting customers with product configuration and administration, and responding promptly to inquiries according to SLA guidelines. The role also involves proactively updating customers on case statuses, managing a large caseload independently, escalating cases appropriately, and taking ownership of customer success by providing high-quality support and service. Additionally, the engineer will develop new skills and become a subject matter expert in Accela technology.

Skills

Technical Support

Troubleshooting

Customer Service

Problem Solving

Knowledge Base Management

Case Management

Accela Technology

Content Authoring

Queue Management

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