Technical Support Engineer
New
A
AccelaGovernment software
Remote Based - USFull-TimeMiddle
Salary$60,000 - $70,000 annual base salary; eligible for an annual bonus target
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Job Details
- Experience
- 1–3 years in SaaS technical support or related customer-facing troubleshooting role.
- Required Skills
- SQLHTMLJavascriptRESTful APIsTroubleshootingCRM
Requirements
- Have 1–3 years in SaaS technical support or a related customer-facing troubleshooting role.
- Be familiar with web technologies including HTML, XML, JavaScript, and REST APIs.
- Be familiar with relational databases and SQL.
- Have experience with application configuration, user roles, and permissions.
- Have experience with Salesforce Service Cloud or a similar CRM system.
- Demonstrate analytical, written, and verbal communication skills.
- Be able to manage multiple priorities in a fast-paced environment.
- Demonstrate curiosity, accountability, and follow-through.
- Experience supporting government or enterprise SaaS applications is desired.
- Familiarity with Accela Civic Platform, Citizen Access, or Accela Mobile is desired.
- Basic scripting or SQL for testing and data analysis is desired.
- Understanding of cloud environments such as Azure or AWS is desired.
- An Associate’s or Bachelor’s degree in Computer Science, IT, or a related field is desired.
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 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, providing timely updates.
- Contribute 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.
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