Full-Time Technical Support Engineer

• Serve as the point of contact for customer inquiries via cases or phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and perform test validation to confirm behaviors.
• Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects.
• Own cases until resolution or proper handoff, ensuring timely updates and clear communication.
• Contribute to the knowledge base with new solutions, FAQs, and process improvements.
• Participate in swarm sessions to accelerate resolution of widespread or critical issues.
• Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
• Represent the voice of the customer and provide feedback on product usability and gaps.

• 1–3 years in SaaS technical support or related customer-facing troubleshooting role.
• Familiarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).
• Experience with application configuration, user roles, and permissions.
• Strong analytical, written, and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Salesforce Service Cloud or similar CRM system.
• Demonstrated curiosity, accountability, and follow-through.

• Experience supporting government or enterprise SaaS applications.
• Familiarity with Accela Civic Platform, Citizen Access, or Accela Mobile.
• Basic scripting or SQL for testing and data analysis.
• Understanding of cloud environments (Azure, AWS).
• Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.

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