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Principal Customer Reliability Engineer - Accela

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Job Title
Principal Customer Reliability Engineer
Job Location
Remote Based
Job Description

Accela provides cutting edge technology for government agencies to engage and serve their citizens. The cornerstone of our technology is the Civic Cloud Platform that allows an entire ecosystem development and business partners to create endless number of solutions to serve the government and the public. We are currently seeking talented, experienced SaaS, Systems or Support Engineers to work within our production Cloud Operations team as part of our unique Customer Reliability Engineering function. This function is focused on specific customer implementations of Accela SaaS, ensuring their continued Availability, Performance, Security, and other non-functional requirements at massive scale, in order to “drive customer anxiety to zero” in their adoption of SaaS. It’s a key role that ensures constant focus on the customer before, during and following successful implementations of Accela SaaS, whether they be new, or existing.


  • Working closely with Engineering, Site Reliability Engineering (SRE), Database Engineering (DBE), Product, Services and Support team as the external (customer) face of Production SaaS Operations
  • Function in and lead “Tiger Teams” for escalated production and pre-production issues during customer implementations
  • Support the SaaS standards for processes and practices including Data Access integration and development of customer-specific monitoring/metrics and alerting
  • Function as a Technical Architect for operational requirements and in assisting Services/Support teams with scoping for successful onboardings and ensuring successful transition to steady-state operations
  • Provide an escalation path from Tier3 Support and Professional Services for
    • Troubleshooting customers operating environment as needed
    • “Cloud side” diagnostics for customer implementations, using APM analysis, log analysis, and streaming metrics in partnership with SRE
  • Empower field-facing teams through articulation of fundamental Service Management processes for SaaS including Incident Management, Problem Management, and Change/Release Management, and Security/Compliance in order to foster confidence and trust with customers/partners in these areas
  • Provide inputs into Product Roadmap and SRE based on customer SaaS Operations escalations


  • 8+ years of experience in a Production Engineering, Operations, and/or Support function for SaaS
  • Great customer focus and empathy
  • Experience with DB, systems, and on-premise-to-SaaS transitions a plus
  • Experience with development of self-service tooling using scripting & systems such as Python, Ansible, Infrastructure Monitoring, APIs in production environments a plus
  • Prior software development experience a plus


  • Experience working in Windows and Linux environments
  • Experience with modern deployment architectures including containerization
  • Terraform and Ansible in particular
  • Python and PowerShell experience a plus

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.

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.

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Accela Headquarters Location

San Ramon, CA

Accela Company Size

Between 200 - 1,000 employees

Accela Founded Year


Accela Funding Rounds

  • 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