Remote opportunity at
AccelaTechnical Support Engineer
Accela seeks a Technical Support Engineer to join its remote team on a full-time basis. In this role, the incumbent will serve as the initial contact…
Career Tools
About This Role
Accela seeks a Technical Support Engineer to join its remote team on a full-time basis. In this role, the incumbent will serve as the initial contact for customer inquiries submitted through phone and case channels, handling everything from workflow configuration to performance problems. Accela has spent nearly two decades creating cloud-based government software solutions designed to boost efficiency, transparency, and citizen engagement for agencies of all sizes. This position suits…
Job Description
Accela seeks a Technical Support Engineer to join its remote team on a full-time basis. In this role, the incumbent will serve as the initial contact for customer inquiries submitted through phone and case channels, handling everything from workflow configuration to performance problems. Accela has spent nearly two decades creating cloud-based government software solutions designed to boost efficiency, transparency, and citizen engagement for agencies of all sizes.
This position suits individuals who thrive in fast-paced settings and enjoy solving logic puzzles or navigating complex technical errors. The ideal candidate takes ownership of issues until resolution, communicates clearly, and collaborates with internal teams such as Product Management, Cloud Operations, and Backline Engineering.
Accela provides an annual base salary between $60,000 and $70,000, along with an annual bonus target that depends on company and individual goal performance. U.S. employees also receive a comprehensive benefits package featuring flexible time off, medical, dental, and vision coverage, a 401(k) plan with company match, and family planning benefits.
Responsibilities
- Act as the primary contact for customer inquiries received via phone or support cases
- Investigate and troubleshoot issues related to configuration, scripting, integrations, workflows, and performance
- Replicate user problems in controlled environments to run test validations
- Maintain detailed records of troubleshooting steps and resolutions within Salesforce
- Partner with Backline Engineers, Cloud Operations, and Product Management to escalate complex software defects
- Manage support cases through to resolution or handover with proactive communication
- Add new FAQs, solutions, and process updates to the knowledge base
- Join swarm sessions to speed up fixes for critical or widespread incidents
- Meet specific performance metrics for response times, customer satisfaction, and resolution speed
- Share customer feedback regarding product gaps and usability
Requirements
- 1 to 3 years of experience working in SaaS technical support or a customer-facing troubleshooting role
- Familiarity with relational databases using SQL and web technologies like XML, HTML, JavaScript, and REST APIs
- Background in user permission setup, user roles, and application configuration
- Strong verbal, written, and analytical communication skills
- Capacity to balance multiple priorities in a dynamic environment
- Prior use of Salesforce Service Cloud or an equivalent CRM platform
- Demonstrated accountability, curiosity, and follow-through
Qualifications
- Prior experience supporting enterprise or government SaaS applications
- Knowledge of Accela Mobile, Citizen Access, or the Accela Civic Platform
- Familiarity with SQL or basic scripting for data analysis and testing
- Comprehension of cloud platforms including AWS and Azure
- Associate degree or Bachelor degree in IT, Computer Science, or a related discipline
Core Skills
Benefits
- Annual base salary range of $60,000 to $70,000
- Discretionary annual bonus target based on company and individual goal achievement
- Flexible time off
- Comprehensive medical, vision, and dental plans
- Family planning benefits
- 401(k) retirement savings plan with company match
- Health savings account with employer contributions
- Flexible spending account
- Life, accident, and disability insurance
- Business travel insurance
- Employee assistance programs and additional well-being perks
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the source posting indicates that this role is remote.
What is the salary for the Technical Support Engineer role?
The annual base salary range is $60,000 to $70,000, and the position is also eligible for a discretionary annual bonus target.
What level of experience is required?
Applicants need one to three years of experience in SaaS technical support or a related customer-facing troubleshooting position.
What employment type is this?
This is a full-time position.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.