Technical Support Engineer (Frontline)

ABOUT THE ROLE

Accela’s Technical Support Team is the primary point of contact for our customers' inquiries regarding the use and support of Accela’s industry-leading solutions. Our work is impactful—we support the building of communities, help grow businesses, and protect citizens. We value and respect our team members, ensuring their success by providing the knowledge and resources needed to resolve complex problems. Additionally, our support team builds strong, lasting relationships with customers by understanding their needs and concerns. Join us as we lead the way in delivering a world-class, effortless support experience.

Ideal candidates for the Technical Support Engineer role at Accela thrive in an energetic, fast-paced environment. If you enjoy solving logic puzzles or love using technology to tackle real-world problems—like organizing sports tournaments or planning long road trips with multiple vehicles—we believe you have the right skills for this role. If you excel at troubleshooting unique and complex errors, this could be your dream job. Our team loves to learn new things, solve problems, and take on the challenge of navigating technical issues. Troubleshooting, researching, documenting solutions, and providing exceptional support are all part of the experience.

SPECIFIC RESPONSIBILITIES

• Develop new skills and become a subject matter expert in Accela technology.
• Identify solutions for customers' most challenging technical and business questions.
• Own customer issues from start to finish.
• Serve as the primary point of contact for customers.
• Contribute to the customer community and knowledge base by authoring content.
• Assist customers with configuring and administering Accela products.
• Respond promptly to customer inquiries in accordance with Accela's SLA guidelines and ensure timely case resolution.
• Proactively update customers on case statuses and progress.
• Manage a large case load independently, demonstrating initiative in queue management and follow-ups.
• Escalate cases appropriately to senior support resources or other departments.
• Take ownership of customer success by providing high-quality support and service.

REQUIRED QUALIFICATIONS

• A technical degree (CS, IT, IS, or related field) or 2+ years of experience in SaaS Technical Support.
• Proven ability to exercise judgment in delivering superior customer service.
• Strong understanding of case escalation processes, from frontline to backline to engineering.
• Proficiency in Microsoft Office and Windows.
• Experience using remote access tools such as Zoom, email, and call bridges for troubleshooting.
• Ability to analyze software performance and functionality in both SaaS and on-premise environments.
• Strong organizational and time management skills.

DESIRED QUALIFICATIONS

• Experience with support ticketing systems (Salesforce ticketing experience preferred).
• Familiarity with coding and technologies such as .NET, Java, jQuery, JavaScript, XML, HTML, and SQL.
• Experience supporting one or more of the following: APIs, configuration, scripting, networking architecture, servers, mobile applications, GIS, GeoTMS, or right-of-way mapping.
• Ability to work in our office in Draper, UT (as needed).
• Experience using community forums and knowledge bases to support customers effectively.

COMPENSATION AND WELL-BEING

The annual base salary range for this full-time position is $60,000-$70,000 (less applicable taxes). 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 flexible time off, comprehensive 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.