Technical Support Engineer (Frontline)
Accela is seeking a Technical Support Engineer (Frontline) to join our dynamic support team. This role serves as the primary point of contact for customers, addressing inquiries related to Accela's industry-leading solutions. As a member of our team, you'll play a crucial role in supporting the building of communities, fostering business growth, and ensuring citizen safety. We are committed to providing our team members with the knowledge and resources necessary to resolve complex problems and build lasting relationships with our customers.
In this position, you will be responsible for troubleshooting configuration, workflow, scripting, integration, and performance issues. Your day-to-day tasks will include replicating reported issues in controlled environments, documenting detailed reproduction steps, and collaborating with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects. Additionally, you'll contribute to our knowledge base by creating new solutions and FAQs, participate in swarm sessions to address critical issues, and ensure timely updates and clear communication with customers.
The ideal candidate will have 1–3 years of experience in SaaS technical support or a related customer-facing troubleshooting role. Familiarity with web technologies such as HTML, XML, JavaScript, and REST APIs, as well as relational databases like SQL, is essential. Strong analytical, written, and verbal communication skills are required, along with the ability to manage multiple priorities in a fast-paced environment. Experience with Salesforce Service Cloud or similar CRM systems is also desired.
Accela offers a competitive compensation package, including a competitive salary and retirement plan support. We provide comprehensive health benefits, including medical, dental, and vision coverage for you and your family, along with wellness programs and paid holidays. Our Responsible Time Off (RTO) policy empowers employees to maintain a healthy work-life balance.
At Accela, we are committed to fostering a diverse, equitable, and inclusive workplace where differences are celebrated, and everyone feels a sense of belonging. We provide a safe and nurturing environment for ideas to flourish and offer opportunities for professional growth and development. Join us in our mission to empower governments to deliver smarter, more efficient public services.