Preferred Technical Support Engineer

About The Role

Accela’s Technical Support Team is the primary contact for our customer’s inquiries on using and supporting Accela’s industry-leading solutions. Our work matters as we support the building of communities, help grow businesses and protect citizens. We value and respect our team members. We ensure your success by equipping you with the knowledge and resources needed to resolve complex problems. In addition, support team members build solid and lasting relationships with customers by understanding their needs and concerns. Join us as we lead the way in providing a world-class effortless support experience.

The Preferred Technical Support Engineer Provides outstanding customer support and is recognized as a technical mentor within the Support team. The Preferred Technical Support Engineer is a designated point of escalation and manages complex issues and projects through to resolution. The ideal candidate is an effective customer advocate with a multi-year experience in SaaS technical support and can demonstrate complex customer and business requirements. This could be your dream job if your comfort zone is facing new, unique errors and figuring out the solution. Our team loves to learn new things, influence decision makers, solve problems, and enjoy the challenge and thrill of working through all the technical kinks. Navigating, troubleshooting, researching, and documenting solutions are all a part of the fun.

Specific Responsibilities

• Demonstrate a thorough understanding of customer business requirements
• Escalate cases to senior support resources or other departments as appropriate
• May require occasional travel
• Proactively keep customers informed about case status and updates
• Help customers with configuration and administration of Accela products
• Be available on-call to provide support to our Preferred customers when required
• Take ownership of customer issues, seeing them through from start to finish
• Act as the main point of contact for customers, ensuring their needs are met
• Serve as the primary Subject Matter Expert on three or more significant aspects of the platform
• Lead escalation calls and projects
• Independently manage a large case load, taking the initiative to manage case queues and follow-up without prompting
• Develop new skills and expertise in Accela Core technology to become a subject matter expert
• Assist in finding solutions to complex technical and business inquiries from customers
• Conduct regular case review meetings, quarterly business reviews, and other necessary analysis for Preferred Support Contracted customers
• Take ownership of customer success, ensuring their satisfaction and positive outcomes
• Take personal responsibility for skill and knowledge development
• Create valuable content for our customer community and knowledge base
• Collaborate with multiple internal departments and cross-global teams
• Respond promptly to customer inquiries within the Accela SLA guidelines, striving for timely resolution

Required Qualifications

• Previously utilized Zoom, remote access, email, call bridges, etc., to connect and troubleshoot.
• Solid computer skills, including Microsoft Office / Windows.
• A technical degree (CS, IT, IS, or related) or 6+ years of related experience in SaaS Technical Support.
• Proven ability to exercise judgment to deliver superior customer service.
• Understands drivers that escalate cases from frontline to Backline to Engineering and can triage appropriately.
• The ability to analyze software performance and functionality in SaaS and On-Premise environments.
• Strong organizational and time management skills.

Desired Qualifications

• Previous experience in supporting one or more of the following: APIs, configuration, Scripting, Networking Architecture, Servers, Mobile applications, and GIS.
• The ability to analyze software performance and functionality in SaaS and On-Premise environments.
• Previous experience with coding and technology such as .Net, Java, JQuery, JavaScript, XML, HTML, and SQL.
• Experience with Data analysis, the ability to identify gaps and offer consultative feedback on account vision, best practices, and insights that will enhance the use of Accela products and solutions.
• Understands an online Community and how to use knowledge base to support customers.
• Experience with Support Ticketing Systems (Salesforce ticketing experience preferred).

The base pay range for this position is $70,000-$80,000/year. The base pay offered may vary depending on factors such as the candidate’s geographic region, job-related knowledge, skills, and experience.

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.

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.