Accela · 11 hours ago
Technical Support Engineer (Frontline)
United States
Full-time
Remote
Entry Level
$60K/yr - $70K/yr
2+ years expAccela is an industry leader in designing and delivering government software to improve efficiency and citizen engagement. The Technical Support Engineer role involves serving as the primary point of contact for customer inquiries, troubleshooting complex issues, and contributing to the knowledge base to enhance customer support.
Enterprise SoftwareGovernmentSaaSSoftwareAppsBusiness Process Automation (BPA)GovTechMobile Apps
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
Qualification
Required
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
Preferred
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
Benefits
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
Other well-being benefits
Company
Accela
Accela provides market-leading solutions that help governments to modernize and build thriving communities.
201-500 employees
H1B Sponsorship
Accela has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (7)
2023 (10)
2022 (2)
2021 (5)
2020 (17)
Funding
Current Stage
Late StageTotal Funding
$215.62MKey Investors
Francisco PartnersABRY PartnersBregal Sagemount
2023-09-06Private Equity
2017-09-29Acquired
2015-02-26Series E· $143.5M
Leadership Team
Noam Reininger
Chief Executive Officer
Recent News
2026-02-12
2026-02-07
Government Technology US
2026-02-06
Company data provided by crunchbase