Technical Support Engineer (Frontline) at Accela in Remote

Summary: Accela is an industry leader in government software solutions, dedicated to improving community efficiency and citizen engagement. The Technical Support Engineer will serve as the first point of contact for customer inquiries, troubleshoot various issues, and contribute to the knowledge base while ensuring exceptional customer support. Responsibilities: - Serve as the first 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: SaaS technical support, Web technologies, Salesforce Service Cloud Important Skills: Application configuration, Relational databases Nice-to-Have Skills: Analytical skills, Multi-tasking, Curiosity, Follow-through, Customer empathy, Continuous improvement Benefits: Flexible time off, Comprehensive medical, dental, and vision plans, Family planning benefits, 401(k) retirement savings plan with company match, Health savings account with company contributions, Flexible spending account, Life, accident, and disability coverage, Business travel insurance, Employee assistance programs, Other well-being benefits