Technical Support Engineer – Frontline

Accela

full-time

Posted on: 2/14/2026

Location Type: Remote

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💰 $60,000 - $70,000 per year

About the role

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.

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.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Accela technologySaaS Technical Supportsoftware performance analysisfunctionality analysiscase escalation processesqueue management

Soft Skills

customer serviceinitiativeorganizational skillstime managementproblem-solving

Certifications

technical degreeCSITIS