Software Support Engineer (Backline)

About the Role

Please note: This is a remote role; however, candidates must currently reside in the United States and be legally authorized to work in the U.S. at the time of application.

Specific Responsibilities

• 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.

Required Qualifications

• 4–7 years of SaaS product support or software engineering experience.
• Advanced SQL and relational database knowledge.
• Strong understanding of web application architecture, REST APIs, and integrations.
• Hands-on experience with debugging tools (Postman, Fiddler, Wireshark, etc.).
• Root cause analysis and problem-solving skills.
• Experience with at least one programming or scripting language (JavaScript, Python, or C#).
• Excellent written and verbal communication.
• Ability to manage multiple complex cases independently.

Desired Qualifications

• Experience with Accela Civic Platform, Citizen Access, or Accela Mobile.
• Knowledge of Azure or AWS architecture and monitoring tools.
• Experience in enterprise SaaS support or GovTech environments.
• Familiarity with CI/CD pipelines and version control.
• Bachelor’s degree in Computer Science or equivalent experience.

Core Competencies

• Technical Mastery: Expert-level troubleshooting across APIs, databases, and integrations.
• Analytical Thinking: Reproduces and isolates complex issues methodically.
• Collaboration: Communicates effectively across teams and departments.
• Mentorship: Coaches peers and contributes to shared learning.
• Customer Advocacy: Ensures accurate, sustainable resolutions for customers.