Technical Support Engineer, Accela
Frontline
$60-70k
+ Bonus
SaaS solutions for government
Job no longer available
SaaS solutions for government
501-1000 employees
Job no longer available
$60-70k
+ Bonus
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
- A technical degree (CS, IT, IS, or related field) or 2+ years of experience in SaaS Technical Support
- Proven ability to exercise judgment in delivering superior customer service
- Strong understanding of case escalation processes, from frontline to backline to engineering
- Proficiency in Microsoft Office and Windows
- Experience using remote access tools such as Zoom, email, and call bridges for troubleshooting
- Ability to analyze software performance and functionality in both SaaS and on-premise environments
- Strong organizational and time management skills
Desirable
- Experience with support ticketing systems (Salesforce ticketing experience preferred)
- Familiarity with coding and technologies such as .NET, Java, jQuery, JavaScript, XML, HTML, and SQL
- Experience supporting one or more of the following: APIs, configuration, scripting, networking architecture, servers, mobile applications, GIS, GeoTMS, or right-of-way mapping
- Ability to work in our office in Draper, UT (as needed)
- Experience using community forums and knowledge bases to support customers effectively
What the job involves
- Ideal candidates for the Technical Support Engineer role at Accela thrive in an energetic, fast-paced environment
- If you enjoy solving logic puzzles or love using technology to tackle real-world problems—like organizing sports tournaments or planning long road trips with multiple vehicles—we believe you have the right skills for this role
- If you excel at troubleshooting unique and complex errors, this could be your dream job
- Our team loves to learn new things, solve problems, and take on the challenge of navigating technical issues
- Troubleshooting, researching, documenting solutions, and providing exceptional support are all part of the experience
- Develop new skills and become a subject matter expert in Accela technology
- Identify solutions for customers' most challenging technical and business questions
- Own customer issues from start to finish
- Serve as the primary point of contact for customers
- Contribute to the customer community and knowledge base by authoring content
- Assist customers with configuring and administering Accela products
- Respond promptly to customer inquiries in accordance with Accela's SLA guidelines and ensure timely case resolution
- Proactively update customers on case statuses and progress
- Manage a large case load independently, demonstrating initiative in queue management and follow-ups
- Escalate cases appropriately to senior support resources or other departments
- Take ownership of customer success by providing high-quality support and service
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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