Get the chrome extension Technical Support Engineer
Accela
ABOUT THE ROLE
Accela’s Technical Support Team is the primary point of contact for our customers' inquiries regarding the use and support of Accela’s industry-leading solutions. Our work is impactful we support the building of communities, help grow businesses, and protect citizens. We value and respect our team members, ensuring their success by providing the knowledge and resources needed to resolve complex problems. Additionally, our support team builds strong, lasting relationships with customers by understanding their needs and concerns. Join us as we lead the way in delivering a world-class, effortless support experience.
Ideal candidates for the Technical Support Engineer role at Accela thrive in an energetic, fast-paced environment. If you enjoy solving logic puzzles or love using technology to tackle real-world problems like organizing sports tournaments or planning long road trips with multiple vehicles we believe you have the right skills for this role. If you excel at troubleshooting unique and complex errors, this could be your dream job. Our team loves to learn new things, solve problems, and take on the challenge of navigating technical issues. Troubleshooting, researching, documenting solutions, and providing exceptional support are all part of the experience.
SPECIFIC RESPONSIBILITIES
- 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.
REQUIRED QUALIFICATIONS
- 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.
DESIRED QUALIFICATIONS
- 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.
ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.
COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $60,000 - $70,000(less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.
Accela’s U.S. team members will receive a generous benefits package consisting of options including 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, and other well-being benefits.
Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation
Originally posted on Himalayas
Technical Support Engineer (SkillBridge: On-the-job training)
Axonius
Please note: This program is reserved for active-duty military service members approved to participate in the DoD SkillBridge program within the final 180 days of service.
Axonius is partnering with the DoD SkillBridge program to offer transitioning military service members a structured, hands-on fellowship designed to launch a career in corporate cybersecurity account management.
As a Technical Support Engineer Fellow, you will train alongside senior team members to resolve complex technical challenges for enterprise customers and serve as a frontline liaison between clients and internal Engineering, Product, and TAM teams. Through a structured three-phase training program, you will learn to troubleshoot the Axonius platform, manage a live ticket queue, analyze logs, and communicate technical solutions clearly and efficiently to customers around the world.
This is a remote, 12-week on-the-job training program.
Responsibilities & What You Will Learn
- Technical Troubleshooting & Support: Learn to analyze, diagnose, and resolve complex technical incidents across the Axonius platform, including adapters, queries, enforcement, gateways, and infrastructure — applying the same systematic problem-solving discipline you developed in the military to a fast-paced enterprise environment.
- Ticket Management & Case Ownership: Gain hands-on experience managing a live customer ticket queue in Zendesk, striving for one-touch resolution and serving as a case manager from initial report to close. Your military experience managing high-priority tasks under pressure translates directly here.
- Technical Documentation: Learn to create and maintain internal and external knowledge base articles in Confluence, contributing to the team's shared knowledge and reducing recurring issues — similar to writing SOPs and AARs in a military context.
- Escalation & Cross-Functional Collaboration: Develop the skills to write detailed escalation notes and coordinate with senior Engineering, TAM, and Product teams when issues require deeper investigation, mirroring the cross-functional coordination you practiced across military units.
Minimum Qualifications
- Active-duty military service member approved to participate in the DoD SkillBridge program within the final 180 days of service.
- Operational background in military IT, communications (COMSEC, G6, N6, or A6), cyber operations, or a related technical domain.
- Working knowledge of networking fundamentals such as TCP/IP, routing, and firewall rules, and experience supporting enterprise IT systems or mission-critical infrastructure.
- Proven ability to document, report, and communicate technical issues clearly to both technical and non-technical audiences.
Preferred Qualifications
- One or more industry certifications such as CompTIA Security+, Network+, AWS Cloud Practitioner, CCNA, or equivalent formal military technical training.
- Hands-on experience with Linux shell, Windows system administration, Active Directory, or virtualization platforms such as VMware.
- Familiarity with log analysis, endpoint security tools, or network monitoring in an enterprise environment.
- Experience with ticketing or ITSM platforms and a demonstrated ability to manage multiple priorities simultaneously.
- Exposure to RESTful APIs, cloud environments, or scripting languages such as Python is a plus.
About Axonius:
Axonius transforms cyber asset intelligence into actionability. With the Axonius Asset Cloud, customers preemptively tackle high-risk and hard-to-spot threat exposures, misconfigurations, and overspending. The integrated platform brings together data from every system in an organization’s IT infrastructure to optimize mission-critical risk, performance, and cost measures via actionable intelligence.
Covering cyber assets, software, SaaS applications, identities, vulnerabilities, infrastructure, and more, Axonius is the one place to go for Security, IT, and GRC teams to continuously drive actionability across the organization. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius supports millions of assets for leading customers across industries and around the world.
Axonius makes it a priority to invest in our people with competitive compensation and benefits, growth opportunities, community-building, and so much more. Learn more about benefits at Axonius.
At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard torace, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.
Axonius participates in E-Verify. To learn more, please review the E-Verify Participation Poster (PDF) and the Right to Work Poster (PDF). By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.
Originally posted on Himalayas
Technical Support Engineer
Monarch Money
Mission
Finances are one of the major sources of stress in American households, and nine out of ten Americans say nothing would make them feel more confident than having their personal finances in order. At Monarch we are building the most comprehensive personal finance platform to help people improve their financial lives and achieve their goals.
The Company
Monarch came out of private beta in early 2021. Since that time we have quickly became one of the premier ways to manage your financial life. Customers love the product and we have seen rapid, organic growth. Our users say that Monarch helps them feel more confident in their finances, and more confident in their financial future.
Our founding team consists of product-driven, serial entrepreneurs with multiple exits. Additionally, our CEO was one of the original creators of and has a unique perspective on what is needed to meet consumers' needs in this market.
We are passionate about building a company, product and brand that both customers and employees love. We are well-funded by top venture firms and angel investors.
We founded the company as a fully-remote team (pre Covid!) and are open to applicants that live within a 5 hour time zone difference of US Pacific Time.
The Role
We’re looking for a Technical Support Engineer to help users navigate technical, product, or data issues that get in the way of them making the most of Monarch.
Personal finances can be stressful and complicated—especially if you have an issue with your financial data. Technical Support Engineers help customers solve data and product problems.
Your Contribution
Develop a deep understanding of the Monarch app.
Help the Customer Success team when users have technical issues related to using the product or their financial data.
If necessary, provide direct support to users on technical/product issues.
Escalate issues to the Software Engineering team.
Liaise with stakeholders across the company to identify and advocate for areas of improvement to user experience including product changes, internal tools, improved process, etc.
Requirements / Recommendations
(Required) 3+ years of experience in a technical support role, including working with tools like Zendesk.
(Required) Ability to communicate directly with customers in a clear and supportive mannger.
(Required) Comfort reading and making modifications to Python code (Django recommended but not necessary).
(Recommended) Experience with personal finance technology, including data aggregators like Plaid, Finicity, etc.
(Recommended) An understanding of core personal finance concepts.
Benefits
Work wherever you want! As a fully remote company with no central office, we want you to work wherever you are happiest and most productive. Whether that’s out of your home, a co-working space, or elsewhere.
Competitive cash and equity compensation in a hyper growth, early stage company 🚀.
Stipend to set-up your ideal working environment.
Medical, dental and vision benefits (Full time US only).
401k (US only).
Unlimited PTO.
3 day weekend every month! We take off the “First Friday” every month to focus on rest, recuperation, or just having fun!
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Originally posted on Himalayas