Technical Product & Support Lead

ABOUT THE ROLE

Exciting opportunity for an experienced Technical Product and Support Lead to work with a dedicated global team. You will play a lead role in migrating our customers to a SaaS platform, providing technical guidance for new implementations, and supporting our Managed Application Service obligations to customers. Your expert product knowledge will also be utilized for customer support cases and product enhancement opportunities.

SPECIFIC RESPONSIBILITIES

System Enhancement Development Activities

• Provides technical product expertise for new customer implementations.
• Develops and modifies business rule automation.
• Resolves urgent Accela configuration issues.
• Develops and modifies reports.
• Able to perform advanced scripting and automation of existing Accela configuration.

SaaS Migration and Implementations

• Understands architectural principles of cloud-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure, and application servers.
• Able to discuss and articulate cloud architecture and cloud offerings.
• Understands enterprise application integration, data migration (ETL), and business intelligence.
• Designs and develops Web Adaptors.
• Understands principles of network, application, and information security.
• Leads customer-facing sessions to clarify requirements.

System Admin, Managed Services & Support Activities

• Able to effectively triage customer support cases.
• Can effectively communicate with customers via multiple channels including voice and video.
• Delivers knowledge training.
• Supports service pack testing.
• Troubleshoots issues with the product engineering team.
• Provides proactive guidance on agency-led testing for major releases.

REQUIRED QUALIFICATIONS

• 8+ plus years of relevant or similar experience.
• Solid software engineering and production systems engineering experience.
• Proficient in .NET, JavaScript, Java, SQL, and C#.
• Excellent communication skills and the ability to effectively present to the target audience.
• High aptitude for complex problem analysis/resolution.
• Detail-oriented, uses sound judgment, and self-motivated with the ability to handle multiple tasks.
• Strong organization and time management skills.
• Experience in the IT industry with business process analysis, design, development, and testing.
• Experience in the IT industry with documentation and administration.
• Experience in the IT industry with implementation and supporting highly technical and complex configurated information systems.

DESIRED QUALIFICATIONS

• Familiarity with Azure and CD/CI tools
• Previous practitioner or implementation experience of the Accela Civic Platform
• Government domain knowledge and experience
• Familiarity with WAF and OWASP rules

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.

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.