Accela is looking for a Senior Technical Support Engineer to help resolve complex customer issues, identify software defects, and improve the overall customer experience with their government software solutions.
Requirements
- 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).
- Knowledge of Azure or AWS architecture and monitoring tools.
- Familiarity with CI/CD pipelines and version control.
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.
Other
- 4–7 years of SaaS product support or software engineering experience.
- Excellent written and verbal communication.
- Ability to manage multiple complex cases independently.
- Experience with Accela Civic Platform, Citizen Access, or Accela Mobile.
- Experience in enterprise SaaS support or GovTech environments.
