Support Engineer • Mid-Level

Who you are

You have 4–7 years of SaaS product support or software engineering experience, making you well-versed in the intricacies of software troubleshooting and support. Your advanced SQL and relational database knowledge allows you to perform detailed data validation and analysis, ensuring that you can identify and resolve issues effectively. You possess a strong understanding of web application architecture, REST APIs, and integrations, which equips you to tackle complex technical challenges. Your hands-on experience with debugging tools such as Postman, Fiddler, and Wireshark enables you to reproduce issues and conduct thorough investigations. You excel in root cause analysis and problem-solving, allowing you to manage multiple complex cases independently while providing mentorship and technical guidance to Frontline Engineers. Excellent written and verbal communication skills are essential for collaborating with cross-functional teams and documenting processes.

Desirable

Experience with the Accela Civic Platform, Citizen Access, or Accela is a plus, as it will enhance your ability to support our specific software solutions. Familiarity with additional programming or scripting languages will further bolster your technical capabilities and versatility in this role.

What you'll do

In this role, you will serve as the primary escalation point for unresolved cases from the Frontline team, ensuring that complex issues are addressed promptly and effectively. You will reproduce issues within sandbox or test environments to determine root causes, conducting detailed log analysis and API tracing to identify software defects. Collaborating directly with Product Management and Engineering, you will assist in debugging, verification, and fix validation processes. Your partnership with CloudOps will be crucial in diagnosing infrastructure, performance, or integration issues, allowing you to provide comprehensive support. You will also contribute to internal documentation, technical training, and troubleshooting guides, enhancing the knowledge base for your team. Participation in post-mortems and defect triage meetings will help track recurring patterns and escalate systemic product or process issues, ensuring continuous improvement in our support processes.

What we offer

Accela offers a supportive work environment where you can grow your skills and advance your career. As a remote role, you will have the flexibility to work from anywhere in the United States, provided you are legally authorized to work in the U.S. We value collaboration and encourage you to apply even if your experience doesn't match every requirement. Join us in making a difference in the civic technology space, where your contributions will directly impact our users and the communities we serve.