Software Support Engineer (Backline)

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.

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.