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.
