Software Support Engineer - Remote

Overview

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.

In Short

• 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.

Requirements

• 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.

Benefits

• The annual base salary range for this full-time position is $65,000-$90,000 (less applicable taxes).
• Generous benefits package including flexible time off and comprehensive medical, dental, and vision plans.
• Family planning benefits and 401(k) retirement savings plan with company match.
• Health savings account with company contributions and flexible spending account.
• Life, accident, and disability coverage.
• Business travel insurance and employee assistance programs.
• Other well-being benefits.