Technical Support Manager, Accela

• 5–8 years of experience in SaaS or enterprise software support, including 2+ years in a leadership role
• Technical foundation in web technologies, such as APIs, SQL, and cloud-hosted platforms
• Demonstrated success driving metrics-based performance and process improvement
• Excellent written and verbal communication skills with an emphasis on clarity and empathy
• Experience collaborating with Engineering, Product, and Customer Success organizations
• Strong analytical skills and comfort working with dashboards and reporting tools (e.g., Salesforce, Tableau, Power BI)
• CORE COMPETENCIES
• Leadership: Builds high-performing teams through clear expectations, coaching, and recognition
• Operational Excellence: Uses metrics and data to drive accountability, efficiency, and quality
• Technical Fluency: Understands platform architecture, replication methods, and defect lifecycle management
• Customer Advocacy: Balances business and technical priorities to ensure customer success
• Collaboration: Fosters partnerships across Engineering, Product, and Customer Success
• Continuous Improvement: Seeks innovative ways to enhance support experience and reduce case recurrence

Desirable

• The Technical Support Manager leads a team of Support Engineers responsible for resolving customer issues, ensuring platform stability, and driving continuous improvement across Accela’s support operations
• This role combines operational leadership, technical expertise, and coaching to maintain exceptional service levels and customer satisfaction. The ideal candidate is both a hands-on leader and a systems thinker — capable of balancing short-term priorities with long-term team development and process optimization
• The manager will work cross-functionally with Product, Engineering, Cloud Operations, and Customer Success to drive timely defect resolution, scalable processes, and feedback loops that improve the customer and product experience
• Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence
• Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases
• Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues
• Review case quality, documentation, and testing/replication accuracy to maintain consistency and continuous improvement
• Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis
• Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends
• Facilitate regular coaching sessions and career development plans for team members
• Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments
• Contribute to knowledge management by encouraging documentation and reusability of solutions
• Serve as an escalation point for high-impact customer issues and executive-level inquiries