Software Support Engineer – Backline

🕒 April 1

🇺🇸 United States – Remote

💵 $75k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Accela

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏛️ Government

☁️ SaaS

🏢 Enterprise

Government • SaaS • Enterprise

Accela is a leader in providing cloud-based solutions designed to modernize government services. Their unified suite of innovative applications focuses on building more connected communities through enhanced efficiency and secure data management. Accela empowers local and state governments by streamlining processes such as building permits, licensing, cannabis regulation, and environmental health. With a focus on civic solutions, Accela aims to improve public sector operations by eliminating data silos and facilitating better interactions with residents. By leveraging their SaaS platform, governments can enhance service delivery, increase transparency, and reduce operational costs, leading to significant time and cost savings.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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