[Remote] Technical Support Engineer (Frontline)

Note: The job is a remote job and is open to candidates in USA. Accela is an industry leader in designing and delivering government software solutions. They are seeking a Technical Support Engineer who will serve as the first point of contact for customer inquiries, troubleshoot issues, and collaborate with various teams to provide exceptional support and improve customer satisfaction.ResponsibilitiesServe as the first point of contact for customer inquiries via cases or phone channelsTroubleshoot configuration, workflow, scripting, integration, and performance issuesReplicate reported issues in controlled environments and perform test validation to confirm behaviorsDocument detailed reproduction steps, troubleshooting actions, and resolutions in SalesforceCollaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defectsOwn cases until resolution or proper handoff, ensuring timely updates and clear communicationContribute to the knowledge base with new solutions, FAQs, and process improvementsParticipate in swarm sessions to accelerate resolution of widespread or critical issuesMeet or exceed KPIs for response time, resolution time, and customer satisfactionRepresent the voice of the customer and provide feedback on product usability and gapsSkills1–3 years in SaaS technical support or related customer-facing troubleshooting roleFamiliarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL)Experience with application configuration, user roles, and permissionsStrong analytical, written, and verbal communication skillsAbility to manage multiple priorities in a fast-paced environmentExperience with Salesforce Service Cloud or similar CRM systemDemonstrated curiosity, accountability, and follow-throughExperience supporting government or enterprise SaaS applicationsFamiliarity with Accela Civic Platform, Citizen Access, or Accela MobileBasic scripting or SQL for testing and data analysisUnderstanding of cloud environments (Azure, AWS)Associate's or Bachelor's degree in Computer Science, IT, or a related fieldBenefitsFlexible time offComprehensive medical, dental, and vision plansFamily planning benefits401(k) retirement savings plan with company matchHealth savings account with company contributionsFlexible spending accountLife, accident, and disability coverageBusiness travel insuranceEmployee assistance programsOther well-being benefitsCompany OverviewAccela provides market-leading solutions that help governments to modernize and build thriving communities. It was founded in 1999, and is headquartered in San Ramon, California, USA, with a workforce of 201-500 employees. Its website is https://www.accela.com.Company H1B SponsorshipAccela has a track record of offering H1B sponsorships, with 5 in 2025, 7 in 2024, 10 in 2023, 2 in 2022, 5 in 2021, 17 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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