Qualification

SPECIFIC RESPONSIBILITIESTroubleshoot configurationDocument detailed reproduction stepsCollaborate with Backline EngineersMeet or exceed KPIs for response timeFamiliarity with Accela Civic PlatformFor nearly 20 yearsOUR COMMITMENT TO DIVERSITY

Required

SPECIFIC RESPONSIBILITIES
Serve as the first point of contact for customer inquiries via 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 to the knowledge base with new solutions, FAQs, and process improvements.
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.
1–3 years in SaaS technical support or related customer-facing troubleshooting role.

Preferred

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 (Azure, AWS).
Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.
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

Technical Support Engineer at Accela · LumiJobs

Technical Support Engineer

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Accela

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