Software Support Engineer (Backline)
The Software Support Engineer (Backline) at Accela serves as the primary escalation point for unresolved cases from the Frontline team. This role involves reproducing complex issues within sandbox or test environments to determine root causes, conducting detailed log analysis, API tracing, and SQL-level data validation. The engineer collaborates directly with Product Management and Engineering teams on debugging, verification, and fix validation, ensuring accurate and sustainable resolutions for customers.
Key responsibilities include diagnosing and resolving infrastructure, performance, or integration issues in partnership with CloudOps, providing mentorship and technical guidance to Frontline Engineers, and contributing to internal documentation, technical training, and troubleshooting guides. The role also involves participating in post-mortems and defect triage meetings, tracking recurring patterns, and escalating systemic product or process issues as necessary.
Candidates should possess 4–7 years of SaaS product support or software engineering experience, advanced SQL and relational database knowledge, and a strong understanding of web application architecture, REST APIs, and integrations. Hands-on experience with debugging tools such as Postman, Fiddler, or Wireshark is essential, along with proficiency in at least one programming or scripting language like JavaScript, Python, or C#. Excellent written and verbal communication skills and the ability to manage multiple complex cases independently are also required.
Accela offers a competitive annual base salary range of $75,000 to $80,000, with the actual salary adjusted based on factors such as location, education, skills, training, and experience. In addition to the base salary, this position is eligible for an annual bonus target, awarded based on company and individual goal achievement. The comprehensive benefits package includes 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 account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.
Accela is committed to fostering a workplace community where differences are celebrated, and everyone feels a sense of psychological safety and belonging. The company dedicates resources and attention to evolving practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone. This inclusive culture, combined with opportunities for professional growth and development, makes Accela an attractive place to advance your career.