• Act as the first point of contact for customer support inquiries. • Resolve common customer issues related to API usage, onboarding, authentication, integration, and billing. • Escalate issues to L2/L3 support or engineering with clear documentation, reproduction steps, and logs. • Maintain accurate ticket status, notes, and customer communication. • Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials. • Participate in frontline support on-call rotation.

About Indivisible Project We’re building something new. We’re a progressive grassroots organization that began in the aftermath of Trump’s election. We’re working to build a democracy that reflects a broad, multiracial “we the people,” one that works for all of us and is sustained by all of us. To support this movement, we’ve built an incredible team at the national level. We dream big, we support each other, and we have fun doing it. For more information about Indivisible’s vision, mission, and theory of change, click here. We’re changing what’s politically possible. Indivisible is part of the powerful progressive movement reaction to Trump, fighting the racist, misogynistic, plutocratic, and authoritarian agenda trumpeted by Trump and the GOP congress. Don’t take our word for it; Indivisible has been featured on the Rachel Maddow Show multiple times, as well as in the New York Times and in pretty much every other major news outlet in the country. We’re building together. We’re building a new organization every day - a rare opportunity to model what we want to see in the world. We’re deeply committed to equity and building a diverse and inclusive organization. We’re looking for you. If you want to fight for the soul of American democracy, there’s no better place to be than Indivisible. We’re looking for more team members who are passionate about building an inclusive democracy and committed to getting results. It’s an exciting, fulfilling place if you’re someone who wants to fight fiercely for the progressive world we want to have. Every one of us on the national team is here because we believe this movement is the best way to retake and build progressive power in this country. Does that ring true for you? If so, great - throw your hat in the ring to join our team. Let’s start #winning together. For more information about Indivisible’s organizational principles, click here. Indivisible Project is an equal opportunity employer. We strongly encourage and seek applications from women, people of color, including bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition. Reasonable accommodation will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of support needs at the time of application.

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.