Manager, Technical Support

ABOUT THE ROLE

The Technical Support Manager leads a team of Support Engineers responsible for resolving customer issues, ensuring platform stability, and driving continuous improvement across Accela’s support operations.

This role combines operational leadership, technical expertise, and coaching to maintain exceptional service levels and customer satisfaction. The ideal candidate is both a hands-on leader and a systems thinker — capable of balancing short-term priorities with long-term team development and process optimization.

The manager will work cross-functionally with Product, Engineering, Cloud Operations, and Customer Success to drive timely defect resolution, scalable processes, and feedback loops that improve the customer and product experience.

 SPECIFIC RESPONSIBILITIES

•  Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence.
• Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases.
• Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues.
• Review case quality, documentation, and testing/replication accuracy to maintain consistency and continuous improvement.
• Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis.
• Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends.
• Facilitate regular coaching sessions and career development plans for team members.
• Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments.
• Contribute to knowledge management by encouraging documentation and reusability of solutions.
• Serve as an escalation point for high-impact customer issues and executive-level inquiries.

REQUIRED QUALIFICATIONS

• 5–8 years of experience in SaaS or enterprise software support, including 2+ years in a leadership role.
• Technical foundation in web technologies, such as APIs, SQL, and cloud-hosted platforms.
• Demonstrated success driving metrics-based performance and process improvement.
• Excellent written and verbal communication skills with an emphasis on clarity and empathy.
• Experience collaborating with Engineering, Product, and Customer Success organizations.
• Strong analytical skills and comfort working with dashboards and reporting tools (e.g., Salesforce, Tableau, Power BI).

DESIRED QUALIFICATIONS

• Familiarity with the Accela Civic Platform, Citizen Access, and Accela Mobile.
• Background in GovTech, enterprise SaaS, or multi-tenant application environments.
• Experience leading teams that handle different levels of support functions.
• Technical understanding of REST APIs, data flows, and system integrations.
• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).

 CORE COMPETENCIES

• Leadership: Builds high-performing teams through clear expectations, coaching, and recognition.
• Operational Excellence: Uses metrics and data to drive accountability, efficiency, and quality.
• Technical Fluency: Understands platform architecture, replication methods, and defect lifecycle management.
• Customer Advocacy: Balances business and technical priorities to ensure customer success.
• Collaboration: Fosters partnerships across Engineering, Product, and Customer Success.
• Continuous Improvement: Seeks innovative ways to enhance support experience and reduce case recurrence.

 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 wel