About the job
Note: This is a remote position; candidates must reside in the United States and be legally authorized to work in the U. S. at the time of application.
About the Role:
Join our dynamic team at Accela as a Backline Software Support Engineer, where you will play a crucial role in resolving complex software issues and ensuring the optimal performance of our products. Your expertise will not only help us troubleshoot but will also guide and mentor our Frontline Engineers, fostering a culture of continuous improvement.
Specific Responsibilities:
- Act as the primary escalation point for unresolved cases from the Frontline team.
- Reproduce intricate issues within sandbox or test environments to identify root causes.
- Perform in-depth log analysis, API tracing, and SQL-level data validation.
- Detect software defects and collaborate closely with Product Management and Engineering teams for debugging, verification, and validation of fixes.
- Work alongside CloudOps to diagnose infrastructure, performance, or integration challenges.
- Provide mentorship and technical guidance to Frontline Engineers.
- Contribute to the creation of internal documentation, technical training, and troubleshooting guides.
- Engage in post-mortems and defect triage meetings.
- Identify recurring patterns and escalate systemic product or process issues.
