Technical Support Engineer (Frontline)
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Requirements
- 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.
- 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.
- OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSIONAccela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.
- OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
- COMPENSATION AND WELL-BEINGThe 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.
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.
Benefits
- $60,000-$70,000
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