ABOUT THE ROLE

You’ll be the technical front line for new and existing customers—analyzing issues, troubleshooting across SaaS and on-prem, and resolving complex, escalated cases. You’ll develop deep subject-matter expertise in the Accela Platform, represent the voice of the customer to Engineering/Product, and ensure only true code defects are escalated. You’ll also mentor peers and help raise the bar on knowledge content and customer experience.

SPECIFIC RESPONSIBILITIES

• Diagnose and resolve issues across SaaS and On-Prem environments.
• Provide hands-on technical assistance (troubleshooting, code/architecture analysis).
• Become an Accela SME; handle sensitive/high-priority escalations end-to-end.
• Analyze logs, large datasets, and REST APIs; identify root cause and drive fixes.
• Partner with Engineering/Product—escalate only verified code defects.
• Create and improve customer-facing knowledge base content.
• Mentor Support teams on technical depth and customer communication.
• Challenge the status quo using data; drive process and quality improvements.
• Perform other related duties as assigned.

REQUIRED QUALIFICATIONS:

• Technical degree or 2+ years in SaaS Technical Support (or equivalent experience).
• Proven judgment and ownership delivering outstanding customer service.
• Experience querying large datasets in relational databases.
• Experience troubleshooting public/private REST APIs and third-party integrations.
• Experience with Windows Server
• Familiarity with agile SDLC and modern programming/scripting (e.g., .NET, Java, JavaScript, SQL).
• Strong problem-solving, communication, organization, and interpersonal skills.
• Ability to use remote tools (Zoom/Teams/call bridges/email) to triage and resolve issues.
• Skill using documented knowledge, forums, and other resources to accelerate troubleshooting.

Experience with the following is highly desirable:

• Java EE, C#, ASP.NET, JBoss/Wildfly server, Linux, SOAP/REST Web Services
• Advanced knowledge of PL/SQL and T-SQL including cursors, stored procedures and query optimization
• Administration and performance tuning of Oracle Database Server and Microsoft SQL Server
• Good understanding of and working experience in cloud computing platforms such as AWS, Azure and/or GCP
• Ability to interpret product architecture and system design

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Accela is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

REQUIRED QUALIFICATIONS

• A technical degree (CS, IT, IS, or related) or 2+ years of related experience in SaaS Technical Support.
• Proven ability to exercise judgment to deliver superior customer service.
• Understands drivers that escalate cases from the Frontline to Backline to Engineering and can triage appropriately.
• Previously utilized Remote Access Software such as Zoom, Teams etc, email, call bridges, etc., to connect and troubleshoot.
• The ability to analyze software performance and functionality in SaaS environments.
• Strong organizational and time management skills
• Ability to utilize existing documented knowledge and customer forums and as well as other resources for troubleshooting.

DESIRED QUALIFICATIONS

• Experience with Support Ticketing Systems (Salesforce ticketing experience preferred).
• Previous experience with coding and technology such as .Net, Java, JQuery, JavaScript, XML, HTML, and SQL.
• Previous experience in supporting one or more of the following: APIs, configuration, Scripting, Networking Architecture, Servers, Mobile applications, or GIS.
• The ability to analyze software performance and functionality in SaaS and On-Premise environments.
• Salesforce or other CRM experience

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $65,000-$90,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.

Accela’s U.S. team members will receive a generous benefits package consisting of options including 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.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.

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