Software Support Engineer, Accela
$65-90k
SaaS solutions for government
Job no longer available
SaaS solutions for government
501-1000 employees
Job no longer available
$65-90k
501-1000 employees
Company mission
To empower state and local governments to attract and grow businesses, protect citizens and build smart cities and communities.
Role
Who you are
- 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
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
- 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
What the job involves
- 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
- 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
Our take
Accela is a govtech company providing digital government services to more than 300M citizens worldwide. Its strong track record includes the 2021 launch of SolarPP+, a permitting platform for solar energy projects, which earned recognition from Fast Company as a World Changing Idea, highlighting the effectiveness of tech partnerships in addressing critical challenges.
Recent innovations, such as the revamped Rapid Damage Assessment tool introduced in 2023, enable local officials to respond quickly to disasters by capturing vital on-the-ground data. Alongside this, Accela reported a remarkable 68% year-over-year growth and announced new state funding for communities utilizing its SolarAPP+, improving permitting efficiency and resource management.
It also recently acquired OpenCounter, to enhance its capabilities and provide intuitive solutions that simplify the licensing process for residents and businesses. By continually adapting to the evolving needs of local governments, Accela has solidified its position as a vital tool in modern governance.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2015
$143.5m
GROWTH EQUITY VC
Jun 2014
$8m
GROWTH EQUITY VC
Total funding: $155.6m
Company benefits
- Health & Relaxation: We work hard and play hard too. We offer paid holidays and a Responsible Time Off (RTO) policy, empowering our employees to take the time they need to ensure a healthy work/life balance. We offer medical, dental and vision coverage for you and your family, along with other wellness and disability plans. We help keep you fit and healthy with fitness challenges, online meditation and yoga, wellness days and motivational speaker sessions
Company HQ
San Ramon, CA
Leadership
Noam Reininger
(CEO)They joined Accela in 2024 as CEO. Prior to this, they were the CPO/President at Service Channel, the CPO/General Manager at Gordian, and the SVP of Product Management at Dun & Bradstreet.
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