Sr. Technical Support Engineer (Preferred Accounts)

ABOUT THE ROLE

Accela’s Technical Support Team is the go-to resource for addressing customer inquiries about using and supporting Accela’s industry-leading solutions. Our role is crucial as we contribute to community building, business growth, and citizen protection. We value and respect our team members and are committed to your success by providing the knowledge and resources needed to tackle complex problems. Our team builds strong, lasting relationships with customers by understanding their needs and concerns. Join us in delivering a world-class, effortless support experience.

The ideal candidate for the Preferred Technical Support Engineer role at Accela excels in a dynamic, fast-paced environment. This position involves providing exceptional customer support and serving as a technical mentor within the Support team. As a designated point of escalation, you will manage complex issues and projects through resolution. If you are an effective customer advocate with extensive experience in SaaS Technical Support and a track record of handling complex customer and business requirements, this role is a great fit. You will thrive if you enjoy tackling new, unique challenges and finding solutions. Our team is passionate about learning, influencing decision-makers, solving problems, and navigating technical issues.

SPECIFIC RESPONSIBILITIES  

• Develop new skills and become a deep subject matter expert in Accela Core technology.
• Works internally with many departments or cross-global teams.
• On-Call support required to be available as needed to assist our Preferred customers.
• Demonstrates understanding of customer business requirements.
• Leads escalation calls or projects and is professional and collected, even in intense, heated moments.
• Takes accountability for developing their skills and knowledge.
• The Preferred Technical Support Engineer is the Primary Subject Matter Expert on three or more significant platform aspects.
• Help find solutions to our customer's most challenging technical and business questions.
• Own customer issues from start to finish.
• Serve as the customer’s primary point of contact.
• Author content in our customer community and knowledge base.
• Help customers configure and administer Accela products.
• Responds quickly to customer inquiries per the Accela SLA guidelines and achieves resolution to the customer case within these guidelines
• Proactively keeps the customer abreast of status and updates related to the case.
• Provides regularly scheduled case review meetings, quarterly business reviews and other analysis as required for our Preferred Support Contracted customers.
• Ability to manage a large case load independently while taking the initiative to manage case queues and case follow-up without prompting 
• Appropriately escalates cases to more senior Support resources or other departments. 
• Ownership of customer success
• Occasional travel may be required.

REQUIRED QUALIFICATIONS

• Technical degree (CS, IT, IS, or related) or 5+ years of relevant experience in SaaS Technical Support.
• Demonstrated ability to deliver superior customer service through sound judgment.
• Understanding of case escalation processes from frontline to Backline to Engineering.
• Proficiency with Microsoft Office/Windows and experience with remote access tools like Zoom.
• Ability to analyze software performance and functionality in SaaS and On-Premise environments.
• Strong organizational and time management skills.

DESIRED QUALIFICATIONS

• Experience with Support Ticketing Systems (Salesforce preferred).
• Familiarity with coding and technologies such as .Net, Java, JQuery, JavaScript, XML, HTML, and SQL.
• Experience supporting APIs, configuration, scripting, networking architecture, servers, mobile applications, and GIS.
• Understanding of online communities and knowledge bases for customer support.
• Experience with data analysis, identifying gaps, and providing consultative feedback on account vision and best practices to enhance the use of Accela products and solutions.

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