Technical Support Engineer - Remote

Overview

Accela’s Technical Support Team is the primary point of contact for our customers' inquiries regarding the use and support of Accela’s industry-leading solutions. Our work is impactful—we support the building of communities, help grow businesses, and protect citizens. We value and respect our team members, ensuring their success by providing the knowledge and resources needed to resolve complex problems. Additionally, our support team builds strong, lasting relationships with customers by understanding their needs and concerns. Join us as we lead the way in delivering a world-class, effortless support experience.

In Short

• 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.

Requirements

• 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.

Benefits

• Annual base salary range of $65,000-$70,000.
• Eligible for an annual bonus target based on performance.
• Flexible time off.
• Comprehensive medical, dental, and vision plans.
• 401(k) retirement savings plan with company match.
• Health savings account with company contributions.
• Life, accident, and disability coverage.
• Employee assistance programs.
• Business travel insurance.
• Other well-being benefits.