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. Core Competencies - Customer Empathy: Anticipates and responds to customer needs with patience and understanding. - Testing & Replication: Accurately reproduces issues to isolate root cause and validate fixes. - Ownership: Takes accountability for case quality and customer satisfaction. - Collaboration: Partners effectively with peers and cross-functional teams. - Continuous Improvement: Identifies and documents process and product improvements. 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 $65,000-$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 #LI-Remote

• 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.

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Job Title Pharmacy Informatics Specialist - Medication Records Location Cleveland Facility Remote Location Department Inpatient Pharmacy-Pharmacy Job Code T36040 Shift Days + Call Schedule 7:00am-3:30pm Job Summary Job Details Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. As a Pharmacy Informatics Specialist, you will support creating medication access records for EPIC systems to be used across all North American Cleveland Clinic locations. When a patient goes to the provider's office or the hospital and medication is ordered, the doctor uses an EPIC system built by this team to fulfill the order request. The team has a collaborative culture, and when changes are made, the team works together to implement them. They undertake many tasks and are innovative. This role is a good starting point for entering the field of informatics. A caregiver in this position works days from 8:00AM—4:30PM, with on-call requirements. This caregiver must reside in Ohio or Florida, but is preferred to live in the Cleveland, Ohio area or have the willingness to travel due to the 8th weekend on-site requirement. A caregiver who excels in this role will: - Coordinate process design, redesign, system build, system testing and implementation of medication information technologies with interfaces and related IT projects. - Facilitate the development of medication documentation and ordering systems with other disciplines. - Ensure ongoing development of automated decision support tools related to the safe and effective use of medications. - Assist users to modify processes to allow for implementation and efficient use of the clinical information system based on knowledge of clinical practice, patient care standards, elements of good service and cost effective/efficient measures. - Identify computer capabilities and needs of clinical departments and assure that the objectives and goals of the clinicians are communicated and supported by the system and process improvements are implemented. - Integrate the design of the medication use documentation systems across disciplines utilizing clinical knowledge. - Maintain issue logs of requests and follow through with assigned items to completion. - Communicate timely and accurately to the appropriate committees, project team members and clinicians. Minimum qualifications for the ideal future caregiver include: - Pharmacy Degree with current state licensure - Two years working in an acute care setting as a Pharmacist and/or Pharmacy Informatics Specialist OR completion of a residency in Pharmacy Informatics Preferred qualifications for the ideal future caregiver include: - Advanced degree in Pharmacy and/or a residency or fellowship training - Current State licensure as a Registered Pharmacist (RPh) or eligible for reciprocation in current State within 90 days of hire - Experience building in Epic - PGY2 in informatics Physical Requirements: - Physical demands include periods of standing and walking. - Dexterity sufficient to perform computer functions and communication via telephone. - May be required to lift and transport up to ten pounds. - Requires normal or corrected vision. Personal Protective Equipment: - Follows standard precautions using personal protective equipment as required. The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances. Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/ Please review the Equal Employment Opportunity poster. Cleveland Clinic is pleased to be an equal employment opportunity employer.

Your role at DynatraceAs a Technical Support Engineer, you are a trusted technical partner to our customers and a key contributor to their success. You operate across the entire application stack, from browser and mobile clients to backend services, APIs, databases, infrastructure, and cloud‑native platforms. In this role, you will troubleshoot complex, real‑world production environments used by enterprise customers, leading investigations through structured case communication and facilitating live calls or screen‑sharing sessions when deeper, real‑time troubleshooting is required. You will analyze issues spanning frontend behavior, backend services, distributed systems, networking, and infrastructure, applying strong diagnostic skills and systems thinking to identify root cause and guide resolution. You will continuously expand your technical depth, developing into a well‑rounded technologist with strong customer communication skills and the ability to translate complex technical findings into clear, actionable guidance. What You'll do - Investigate and resolve complex customer issues across frontend, backend, and infrastructure layers - Troubleshoot SaaS applications running in cloud and containerized environments - Analyze logs, metrics, traces, and configuration data to identify root cause - Work with technologies spanning: - Web and UI frameworks - APIs and backend services - Databases and messaging systems - Linux‑based systems and networking - Containers and orchestration platforms - Collaborate closely with Engineering, Product, and other internal teams on deep technical investigations - Clearly communicate findings, mitigations, and recommendations to both technical and non‑technical stakeholders - Document investigations and contribute to internal knowledge and product feedback loops - Actively share knowledge and mentor peers through collaboration and technical discussion What will help you succeedMinimum Requirements - 1+ years of related technical work experience (ex. Technical Support, Software Development, etc.) - 1+ years of experience working with SaaS applications and infrastructure - 1+ years of exposure to front end technologies, such as: HTML, JavaScript, CSS - Modern frameworks (e.g. React, Vue.js, or similar) - Browser developer tools and debugging. - 1 + years of experience with full stack web applications (Java, .NET, Go, Python, etc.) - 1+ years of experience with supporting backend technologies and concepts, including APIs, services, and application architecture. - Bachelor's degree or relevant technical related experience or training Preferred Requirements - 3+ years of related technical work experience supporting/developing full stack web applications - Experience troubleshooting distributed systems in production environments - Hands‑on experience with one or more backend languages (e.g., Java, .NET, Go, Python) - Experience directly interacting with clients, preferably in a support role - Familiarity with Linux based operating systems - Exposure to container platforms and orchestration tools (Docker, Kubernetes, OpenShift, etc.) - Understanding of networking fundamentals (HTTP/S, DNS, TCP/IP, load balancing) Why you will love being a Dynatracer• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. • Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. • A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. • An environment that fosters innovation, enables creative collaboration, and allows you to grow. • A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. • A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. • A relocation team that is eager to help you start your journey to a new country, always there to support and by your side. • Attractive compensation packages and stock purchase options with numerous benefits and advantages. Compensation and RewardsThe targeted base pay range for this role is $69K to $85K. When determining your salary, we consider your skills, experience, education, work location and internal equity.