Technical Support Engineer, Accela
$65-70k
+ Discretionary Annual Bonus Target
SaaS solutions for government
Job no longer available
SaaS solutions for government
501-1000 employees
Job no longer available
$65-70k
+ Discretionary Annual Bonus Target
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
- 1–3 years in SaaS technical support or related customer-facing troubleshooting role
- Familiarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL)
- Experience with application configuration, user roles, and permissions
- Strong analytical, written, and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience with Salesforce Service Cloud or similar CRM system
- Demonstrated curiosity, accountability, and follow-through
- Customer Empathy: Anticipates and responds to customer needs with patience and understanding
- Testing & Replication: Accurately reproduces issues to isolate root cause and validate fixes
- Ownership: Takes accountability for case quality and customer satisfaction
- Collaboration: Partners effectively with peers and cross-functional teams
- Continuous Improvement: Identifies and documents process and product improvements
Desirable
- 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
What the job involves
- Serve as the 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
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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