Software Support Engineer (Backline)

Accela is an industry leader in government software solutions, focusing on improving efficiency and citizen engagement. The Software Support Engineer (Backline) will serve as the primary escalation point for unresolved cases, conduct detailed log analysis, and collaborate with cross-functional teams to resolve complex software issues.

Responsibilities:

• 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

Requirements:

• 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
• Experience with Accela Civic Platform, Citizen Access, or Accela Mobile
• Knowledge of Azure or AWS architecture and monitoring tools
• Experience in enterprise SaaS support or GovTech environments
• Familiarity with CI/CD pipelines and version control
• Bachelor's degree in Computer Science or equivalent experience