Accela · 2 weeks ago
Software Support Engineer (Backline)
United States
Full-time
Remote
Mid, Senior Level
$75K/yr - $80K/yr
4+ years expAccela is an industry leader in designing and delivering government software to improve efficiency and citizen engagement. The Software Support Engineer will serve as the primary escalation point for unresolved cases, conduct detailed log analysis, and collaborate with various teams to diagnose and resolve issues.
Business Process Automation (BPA)GovernmentGovTechMobile AppsSaaSSoftware
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
Qualification
Required
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
Preferred
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
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
Company
Accela
Accela provides market-leading solutions that help governments to modernize and build thriving communities.
201-500 employees
H1B Sponsorship
Accela has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (7)
2023 (10)
2022 (2)
2021 (5)
2020 (17)
Funding
Current Stage
Late StageTotal Funding
$215.62MKey Investors
Francisco PartnersABRY PartnersBregal Sagemount
2023-09-06Private Equity
2017-09-29Acquired
2015-02-26Series E· $143.5M
Leadership Team
Noam Reininger
Chief Executive Officer
Recent News
2025-11-10
2025-11-10
Government Technology US
2025-07-29
Company data provided by crunchbase