Technical Support Engineer

Accela

. Serve as the first point of contact for customer inquiries via cases or phone channels .

Posted 10/27/2026full-timeRemote • United StatesJunior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting customer inquiries and technical issues, with a strong focus on Salesforce Service Cloud and web technologies. Capable of managing multiple priorities while ensuring high levels of customer satisfaction and effective communication.

Highest-signal resume keywords

SaaS Technical SupportSalesforce Service CloudWeb Technologies (HTML, XML, JavaScript, REST APIs)Relational Databases (SQL)Analytical Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingApplication ConfigurationUser RolesPermissions ManagementTest ValidationKPI Management

Soft Skills

Analytical SkillsWritten CommunicationVerbal CommunicationAccountabilityCuriosity

Tools & Technologies

SalesforceCRM Systems

Industry Keywords

Customer SupportTechnical SupportProcess ImprovementsKnowledge Base Contribution

Tech Stack

Tools & technologies

CloudJavaScriptSQL

About the role

Key responsibilities & impact

Serve as the first 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

Requirements

What you’ll need

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

Benefits

Comp & perks

Annual bonus target (discretionary bonus based on company and individual goal achievement)
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