Manager, Technical Support

Manager, Technical Support

The Technical Support Manager leads a team of Support Engineers responsible for resolving customer issues, ensuring platform stability, and driving continuous improvement across Accela's support operations. This role combines operational leadership, technical expertise, and coaching to maintain exceptional service levels and customer satisfaction. The ideal candidate is both a hands-on leader and a systems thinker capable of balancing short-term priorities with long-term team development and process optimization. The manager will work cross-functionally with Product, Engineering, Cloud Operations, and Customer Success to drive timely defect resolution, scalable processes, and feedback loops that improve the customer and product experience.

Specific responsibilities include :

• Lead and mentor a team of Support Engineers, fostering accountability, growth, and technical excellence.
• Manage day-to-day support operations, ensuring SLA compliance, workload balance, and effective prioritization of critical cases.
• Partner with Engineering and Product teams to escalate, track, and resolve complex product defects and systemic issues.
• Review case quality, documentation, and testing / replication accuracy to maintain consistency and continuous improvement.
• Implement and refine key processes around triage, replication, swarm sessions, and root cause analysis.
• Track and analyze performance metrics (CSAT, FRT, TTR, backlog aging) to drive operational decisions and identify trends.
• Facilitate regular coaching sessions and career development plans for team members.
• Promote a culture of collaboration, transparency, and proactive communication across support tiers and departments.
• Contribute to knowledge management by encouraging documentation and reusability of solutions.
• Serve as an escalation point for high-impact customer issues and executive-level inquiries.

Required qualifications include :

Desired qualifications include :

Core competencies include :

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 $110,000-$120,000 (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.