Accela

The Technical Support Manager leads a team of Support Engineers responsible for resolving customer issues, ensuring platform stability, and driving continuous improvement across Accela’s support operations. This role combines operational leadership, technical expertise, and coaching to maintain exceptional service levels and customer satisfaction. The ideal candidate is both a hands-on leader and a systems thinker.

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.