Manager, Technical Support
The Manager of Technical Support at Accela leads a team of support engineers dedicated to resolving customer issues, ensuring platform stability, and driving continuous improvement across support operations. This role combines operational leadership, technical expertise, and coaching to maintain exceptional service levels and customer satisfaction. The manager collaborates cross-functionally with Product, Engineering, Cloud Operations, and Customer Success teams to enhance the customer and product experience.
Key responsibilities include leading and mentoring a team of support engineers, managing daily support operations to ensure SLA compliance, and prioritizing critical cases effectively. The manager partners with Engineering and Product teams to escalate and resolve complex product defects, reviews case quality and documentation, and implements processes for triage, replication, and root cause analysis. Additionally, the role involves tracking performance metrics to drive operational decisions and identifying trends.
Required qualifications include 5–8 years of experience in SaaS or enterprise software support, with at least 2 years in a leadership role. A technical foundation in web technologies such as APIs, SQL, and cloud-hosted platforms is essential. The candidate should demonstrate success in driving metrics-based performance and process improvement, possess excellent communication skills, and have experience collaborating with Engineering, Product, and Customer Success organizations. Strong analytical skills and proficiency with reporting tools like Salesforce, Tableau, or Power BI are also required.
The annual base salary for this full-time position ranges from $110,000 to $120,000, with eligibility for an annual bonus based on company and individual goal achievement. Accela offers a comprehensive benefits package, including flexible time off, medical, dental, and vision plans, family planning benefits, a 401(k) retirement savings plan with company match, health savings account contributions, flexible spending accounts, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.
Accela fosters a culture of collaboration, transparency, and continuous improvement. The company is committed to diversity, equity, and inclusion, creating a workplace where differences are celebrated, and everyone feels a sense of belonging. Employees have opportunities for career development through regular coaching sessions and are encouraged to contribute to knowledge management by documenting and reusing solutions. Accela's mission to improve government efficiency and citizen engagement offers employees a chance to make a meaningful impact in communities of all sizes.