Key skills
SaaS Technical SupportCustomer ServiceCase Escalation ProcessesMicrosoft OfficeRemote Access ToolsSoftware Performance AnalysisSupport Ticketing SystemsCoding TechnologiesCommunity ForumsOrganizational SkillsTime ManagementJavaScriptJavaSQL.NETSaaSSalesforceCustomer Success
About this role
Accela is an industry leader in designing and delivering government software to improve efficiency and citizen engagement. The Technical Support Engineer role involves providing exceptional support to customers by troubleshooting technical issues, managing case loads, and contributing to the knowledge base.
Responsibilities:
- 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
- Take ownership of customer success by providing high-quality support and service
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
- Experience with support ticketing systems (Salesforce ticketing experience preferred)
- Familiarity with coding and technologies such as .NET, Java, jQuery, JavaScript, XML, HTML, and SQL
- Experience supporting one or more of the following: APIs, configuration, scripting, networking architecture, servers, mobile applications, GIS, GeoTMS, or right-of-way mapping
- Ability to work in our office in Draper, UT (as needed)
- Experience using community forums and knowledge bases to support customers effectively