Support Engineer II
QuickNode ⚡
AnsibleChefDNSLinuxPuppetPythonRubySaltStackTerraformWeb3
Software Support Engineer
Accela
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $90,000 per year
Job Level
JuniorMid-Level
Tech Stack
JavaJavaScript.NETSDLCSQL
About the role
- Diagnose and resolve issues across SaaS and On-Prem environments.
- Provide hands-on technical assistance (troubleshooting, code/architecture analysis).
- Become an Accela SME; handle sensitive/high-priority escalations end-to-end.
- Analyze logs, large datasets, and REST APIs; identify root cause and drive fixes.
- Partner with Engineering/Product—escalate only verified code defects.
- Create and improve customer-facing knowledge base content.
- Mentor Support teams on technical depth and customer communication.
- Challenge the status quo using data; drive process and quality improvements.
- Perform other related duties as assigned.
Requirements
- Technical degree or 2+ years in SaaS Technical Support (or equivalent experience).
- Proven judgment and ownership delivering outstanding customer service.
- Experience querying large datasets in relational databases.
- Experience troubleshooting public/private REST APIs and third-party integrations.
- Experience with Windows Server
- Familiarity with agile SDLC and modern programming/scripting (e.g., .NET, Java, JavaScript, SQL).
- Strong problem-solving, communication, organization, and interpersonal skills.
- Ability to use remote tools (Zoom/Teams/call bridges/email) to triage and resolve issues.
- Skill using documented knowledge, forums, and other resources to accelerate troubleshooting.
Benefits
- 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
- Other well-being benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS Technical Supporttroubleshootingcode analysisarchitecture analysisquerying large datasetsREST APIs.NETJavaJavaScriptSQL
Soft skills
problem-solvingcommunicationorganizationinterpersonal skillsjudgmentownershipcustomer servicementoring
Certifications
technical degree
