Technical Support Engineer

Accela•Birmingham, AL

1d•$60,000 - $70,000•Remote

About The Position

Accela’s Technical Support Team is the primary point of contact for customers’ inquiries about using and supporting Accela’s solutions. The team helps customers resolve complex problems, builds strong customer relationships, and delivers a world-class support experience. The role suits someone who enjoys troubleshooting unique technical issues, researching and documenting solutions, and supporting customers in an energetic, fast-paced environment.

Requirements

1–3 years in SaaS technical support or a related customer-facing troubleshooting role.
Familiarity with web technologies including HTML, XML, JavaScript, and REST APIs, and with relational databases such as 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 a similar CRM system.
Demonstrated curiosity, accountability, and follow-through.

Nice To Haves

Experience supporting government or enterprise SaaS applications.
Familiarity with Accela Civic Platform, Citizen Access, or Accela Mobile.
Basic scripting or SQL for testing and data analysis.
Understanding of cloud environments such as Azure or AWS.
Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.

Responsibilities

Serve as the first point of contact for customer inquiries through 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 new solutions, FAQs, and process improvements to the knowledge base.
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.

Benefits

Flexible time off.
Comprehensive medical, dental, and vision plans.
Family planning benefits.
401(k) retirement savings plan with company match.
Health savings account with company contributions.
Flexible spending account.
Life, accident, and disability coverage.
Business travel insurance.
Employee assistance programs and other well-being benefits.
Eligibility for an annual discretionary bonus based on company and individual goal achievement.