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Customer Reliability and Support Engineer - Accela

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Job Title
Customer Reliability and Support Engineer
Job Location
Melbourne, Australia
Job Description


Exciting full-time opportunity for an experienced Customer Reliability Engineer to work with a dedicated global team. This position will play a lead role in migrating our customers to a SaaS platform as well as providing technical guidance for new implementations. In this role you will also provide design/thought leadership to implementations of the Civic Platform, in addition to providing Accela System Administration and System Enhancements for Accela SaaS Clients.  Experience maintaining existing Accela Civic Platform and enterprise applications is preferred.


 SaaS Migration and Implementations

  • A good understanding of the architectural principles of cloud-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure, and application servers
  • Understanding of cloud offerings and ability to discuss cloud architectures
  • A good understanding of enterprise application integration, data migration (ETL), business intelligence
  • Design and development experience of Web Adaptors
  • Understanding of the principles of network, application, and information security
  • Ability to lead customer facing sessions that result in a clear understanding of the requirement
  • Previous practitioner or implementation experience of the Accela Civic Platform
  • Government domain knowledge and experience

System Enhancement Development Activities

  • Provide technical product expertise for new customer implementations
  • Business rule automation development and modifications
  • Urgent configuration issue resolution
  • Development and modification of reports
  • Advanced scripting and automation of existing configuration

System Admin and Support Activities

  • Triage of customer support cases
  • Communication with customers via multiple channels including voice and video
  • Delivery of knowledge training
  • Service pack testing support
  • Troubleshooting of issues with product engineering team
  • Proactive guidance on agency-led testing for major releases


  • Possesses a tertiary qualification in a Computer Science or a Software Engineering related degree.
  • 5+ plus years of relevant or similar experience
  • You will have solid software engineering and production systems engineering experience
  • Proficient in the use of .net, JavaScript, java, SQL, C#
  • You will be required to provide or undergo a National Police Check
  • You must have the right to work in Australia.


  • Familiarity with Azure and CD/CI tools
  • Excellent communication skills: ability to effectively present to target audience
  • High aptitude for complex problem analysis / resolution
  • Detail-oriented; uses sound judgment; and is self-motivated with the ability to handle multiple tasks
  • Very good organization and time management skills
  • Experience in the IT industry with business 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 information systems
  • Familiarity with WAF and OWASP rules

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.

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.

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.


Accela Headquarters Location

San Ramon, CA

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Accela Company Size

Between 339 - 1,000 employees

Accela Founded Year


Accela Total Amount Raised


Accela Funding Rounds

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  • Series E

    $143,500,000 USD

  • Private Equity

    $8,000,062 USD

  • Series D

    $40,000,000 USD

  • Debt Financing

    $20,000,000 USD

  • Series C

    $4,120,000 USD