Note: The job is a remote job and is open to candidates in USA. Accruent is a leading provider of solutions for unifying the built environment. As a Technical Support Consultant I, you will resolve advanced product and application issues, working closely with various teams to enhance customer experiences and improve product quality.
Responsibilities
- Investigate and resolve escalated customer incidents and service requests that require advanced troubleshooting and technical analysis
- Analyze application logs, system configurations, APIs, integrations, authentication mechanisms, and release changes to identify root causes
- Reproduce reported issues in test or sandbox environments to validate behavior and accelerate resolution
- Deliver clear, accurate, and actionable solutions or workarounds to customers and internal stakeholders
- Partner with Engineering and Product teams to address software defects, performance issues, compatibility concerns, and product enhancements
- Document troubleshooting processes, findings, and resolutions within support systems and knowledge management tools
- Identify recurring trends and recommend improvements to support processes, documentation, monitoring, and system reliability
- Contribute to knowledge-sharing initiatives by creating technical documentation and supporting the development of Tier 1 support team capabilities
- Manage escalations effectively, ensuring timely communication, ownership, and resolution
- Participate in an on-call support rotation as required. On-call schedules and requirements may vary based on business needs, customer commitments, regional regulations, and team requirements
Skills
- 2-4 years of experience in technical support, application support, product support, IT operations, or a related field
- Experience troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication systems
- Familiarity with browser developer tools, HAR files, API testing tools (such as Postman), and log analysis or monitoring platforms
- Understanding of IT service management practices, including incident management, problem management, and knowledge management
- Strong analytical and problem-solving skills with the ability to investigate and resolve complex technical issues
- Excellent written and verbal communication skills
- Ability to collaborate effectively across technical and non-technical teams
- Experience supporting SaaS applications or cloud-based platforms
- Exposure to scripting, automation, or SQL-based troubleshooting
- Experience working directly with software engineering or product development teams
- Familiarity with observability, monitoring, or telemetry platforms
Benefits
- Continuous learning and professional development opportunities.
- A supportive, knowledge-sharing team environment.
- Opportunities to contribute to process improvements and operational excellence.
- Career growth pathways within Technical Support, Operations, Engineering, and Customer Success teams.
- Competitive compensation and benefits package.
- Flexible work arrangements where applicable.
Company Overview