Sr. Technical Support Engineer (Preferred Accounts)

ABOUT THE ROLE

Accela’s Technical Support Team is the go-to resource for addressing customer inquiries about using and supporting Accela’s industry-leading solutions. Our role is crucial as we contribute to community building, business growth, and citizen protection. We value and respect our team members and are committed to your success by providing the knowledge and resources needed to tackle complex problems. Our team builds strong, lasting relationships with customers by understanding their needs and concerns. Join us in delivering a world-class, effortless support experience.

The ideal candidate for the Preferred Technical Support Engineer role at Accela excels in a dynamic, fast-paced environment. This position involves providing exceptional customer support and serving as a technical mentor within the Support team. As a designated point of escalation, you will manage complex issues and projects through resolution. If you are an effective customer advocate with extensive experience in SaaS Technical Support and a track record of handling complex customer and business requirements, this role is a great fit. You will thrive if you enjoy tackling new, unique challenges and finding solutions. Our team is passionate about learning, influencing decision-makers, solving problems, and navigating technical issues.

SPECIFIC RESPONSIBILITIES  

• Develop new skills and become a deep subject matter expert in Accela Core technology.
• Works internally with many departments or cross-global teams.
• On-Call support required to be available as needed to assist our Preferred customers.
• Demonstrates understanding of customer business requirements.
• Leads escalation calls or projects and is professional and collected, even in intense, heated moments.
• Takes accountability for developing their skills and knowledge.
• The Preferred Technical Support Engineer is the Primary Subject Matter Expert on three or more significant platform aspects.
• Help find solutions to our customer's most challenging technical and business questions.
• Own customer issues from start to finish.
• Serve as the customer’s primary point of contact.
• Author content in our customer community and knowledge base.
• Help customers configure and administer Accela products.
• Responds quickly to customer inquiries per the Accela SLA guidelines and achieves resolution to the customer case within these guidelines
• Proactively keeps the customer abreast of status and updates related to the case.
• Provides regularly scheduled case review meetings, quarterly business reviews and other analysis as required for our Preferred Support Contracted customers.
• Ability to manage a large case load independently while taking the initiative to manage case queues and case follow-up without prompting 
• Appropriately escalates cases to more senior Support resources or other departments. 
• Ownership of customer success
• Occasional travel may be required.

REQUIRED QUALIFICATIONS

• Technical degree (CS, IT, IS, or related) or 5+ years of relevant experience in SaaS Technical Support.
• Demonstrated ability to deliver superior customer service through sound judgment.
• Understanding of case escalation processes from frontline to Backline to Engineering.
• Proficiency with Microsoft Office/Windows and experience with remote access tools like Zoom.
• Ability to analyze software performance and functionality in SaaS and On-Premise environments.
• Strong organizational and time management skills.

DESIRED QUALIFICATIONS

• Experience with Support Ticketing Systems (Salesforce preferred).
• Familiarity with coding and technologies such as .Net, Java, JQuery, JavaScript, XML, HTML, and SQL.
• Experience supporting APIs, configuration, scripting, networking architecture, servers, mobile applications, and GIS.
• Understanding of online communities and knowledge bases for customer support.
• Experience with data analysis, identifying gaps, and providing consultative feedback on account vision and best practices to enhance the use of Accela products and solutions.

ABOUT ACCELA

For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING

The annual base salary range for this full-time position is $65,000 - $80,000. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.

Accela’s U.S. team members will receive a generous benefits package consisting of options including medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

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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