Software Support Engineer, Accela

• 4–7 years of SaaS product support or software engineering experience
• Advanced SQL and relational database knowledge
• Strong understanding of web application architecture, REST APIs, and integrations
• Hands-on experience with debugging tools (Postman, Fiddler, Wireshark, etc.)
• Root cause analysis and problem-solving skills
• Experience with at least one programming or scripting language (JavaScript, Python, or C#)
• Excellent written and verbal communication
• Ability to manage multiple complex cases independently
• Technical Mastery: Expert-level troubleshooting across APIs, databases, and integrations
• Analytical Thinking: Reproduces and isolates complex issues methodically
• Collaboration: Communicates effectively across teams and departments
• Mentorship: Coaches peers and contributes to shared learning
• Customer Advocacy: Ensures accurate, sustainable resolutions for customers

Desirable

• Serve as the primary escalation point for unresolved cases from the Frontline team
• Reproduce complex issues within sandbox or test environments to determine root cause
• Conduct detailed log analysis, API tracing, and SQL-level data validation
• Identify software defects and collaborate directly with Product Management & Engineering on debugging, verification, and fix validation
• Partner with CloudOps to diagnose infrastructure, performance, or integration issues
• Provide mentorship and technical guidance to Frontline Engineers
• Contribute to internal documentation, technical training, and troubleshooting guides
• Participate in post-mortems and defect triage meetings
• Track recurring patterns and escalate systemic product or process issues