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.
SPECIFIC RESPONSIBILITIES
* 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.
REQUIRED QUALIFICATIONS:
* Technical degree or 2+ years in SaaS Technical Support (or equivalent experience).
* Proven judgment and ownership delivering outstanding customer service.
* Experience troubleshooting public/private REST APIs and third-party integrations.
* Experience with Windows Server
* 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.
Experience with the following is highly desirable:
* Java EE, C#, ASP.NET, JBoss/Wildfly server, Linux, SOAP/REST Web Services
* Advanced knowledge of PL/SQL and T-SQL including cursors, stored procedures and query optimization
* Administration and performance tuning of Oracle Database Server and Microsoft SQL Server
* Good understanding of and working experience in cloud computing platforms such as AWS, Azure and/or GCP
* Ability to interpret product architecture and system design
Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.
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