Software Support Engineer (Backline)

Please note: This is a remote role; however, candidates must currently reside in the United States and be legally authorized to work in the U.S. at the time of application.

ABOUT THE ROLE

SPECIFIC RESPONSIBILITIES 

• Serve as the primary escalation point for unresolved cases from the Frontline team.
• Reproduce complex issues within sandbox or test environments to determine root cause.
• Conduct detailed log analysis, API tracing, and SQL-level data validation.
• Identify software defects and collaborate directly with Product Management & Engineering on debugging, verification, and fix validation.
• Partner with CloudOps to diagnose infrastructure, performance, or integration issues.
• Provide mentorship and technical guidance to Frontline Engineers.
• Contribute to internal documentation, technical training, and troubleshooting guides.
• Participate in post-mortems and defect triage meetings.
• Track recurring patterns and escalate systemic product or process issues.

REQUIRED QUALIFICATIONS

• 4–7 years of SaaS product support or software engineering experience.
• Advanced SQL and relational database knowledge.
• Strong understanding of web application architecture, REST APIs, and integrations.
• Hands-on experience with debugging tools (Postman, Fiddler, Wireshark, etc.).
• Root cause analysis and problem-solving skills.
• Experience with at least one programming or scripting language (JavaScript, Python, or C#).
• Excellent written and verbal communication.
• Ability to manage multiple complex cases independently.

DESIRED QUALIFICATIONS

• Experience with Accela Civic Platform, Citizen Access, or Accela Mobile.
• Knowledge of Azure or AWS architecture and monitoring tools.
• Experience in enterprise SaaS support or GovTech environments.
• Familiarity with CI/CD pipelines and version control.
• Bachelor’s degree in Computer Science or equivalent experience.

 CORE COMPETENCIES

• Technical Mastery: Expert-level troubleshooting across APIs, databases, and integrations.
• Analytical Thinking: Reproduces and isolates complex issues methodically.
• Collaboration: Communicates effectively across teams and departments.
• Mentorship: Coaches peers and contributes to shared learning.
• Customer Advocacy: Ensures accurate, sustainable resolutions for customers.

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 well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela 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.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $75,000 - $80,000 (less applicable taxes). The actual annual base salary offered may be