Senior Technical Support Engineer – Preferred Accounts Full Time NEW

Responsibilities

• Develop skills and expertise in Accela Core technology
• Provide on-call support for Preferred customers
• Lead escalation calls and manage projects through resolution
• Serve as primary Subject Matter Expert on three platform aspects
• Own customer issues from start to finish and serve as the main point of contact
• Respond quickly to customer inquiries per SLA guidelines
• Manage large case loads independently and follow-up without prompting
• Author content for customer community and knowledge base
• Provide case review meetings and quarterly business reviews

Requirements

• Technical degree or 5+ years of SaaS Technical Support experience
• Superior customer service and sound judgment
• Understanding of case escalation processes
• Proficient with Microsoft Office/Windows and remote access tools
• Ability to analyze software performance in SaaS/On-Premise environments
• Strong organizational and time management skills

Benefits

• Annual base salary range: $65,000 – $80,000
• Annual bonus based on company and individual goal achievement
• Medical, dental, and vision plans, 401(k) with company match
• Health savings account with company contributions
• Employee assistance programs and family planning benefits
• Life, accident, and disability coverage