Software Support Specialist

Description

The Software Support Specialist, Public Safety, provides advanced technical support for Tyler Technologies' mission-critical public safety software applications, modules, and supporting infrastructure. This highly collaborative role serves as a primary liaison between clients, product development, implementation, and internal support teams. The Software Support Specialist investigates, diagnoses, and resolves complex technical issues in a demanding environment while delivering an exceptional customer experience. This role requires strong analytical ability, technical troubleshooting skills, clear communication, and a commitment to continuous learning.

Responsibilities

• Provide high-quality inbound phone, chat, web, and email support for Public Safety and Enforcement Mobiles software applications.
• Troubleshoot complex software, hardware, database, and infrastructure issues to resolution.
• Take ownership of technical incidents and manage issues to closure while keeping clients and internal stakeholders informed.
• Provide high-level diagnosis to staff and take over open or escalated issues as needed.
• Replicate complex customer issues to support diagnosis, testing, and resolution.
• Analyze data reports, forms, web technologies, and related system functionality.
• Use Tyler's client management system to create, track, update, and document client issues.
• Submit client issues to development, implementation, or other internal teams for resolution when necessary.
• Coordinate with product development and implementation teams to resolve client issues efficiently.
• Train client end-users on system operation and software functionality by phone, webinar, or other remote methods.
• Create, update, and enhance documentation throughout the support process.
• Review release documentation and provide feedback to appropriate teams.
• Participate in Early Adopter activities, User Group meetings, and related client-facing activities as needed.
• Participate in transitional services for new clients during their initial post-live period as needed.
• Commit to expanding technical skills and knowledge of Tyler products, tools, and supported technologies.
• Demonstrate awareness of and adherence to company policies, including Safety, Equal Employment Opportunity, Business Ethics, Anti-Harassment, and other policies outlined in the Employee Handbook and Safety Handbook.

Essential Functions

• Ability to work various shifts to support core business hours, Monday through Friday, 8:00 a.m. to 9:00 p.m. EDT.
• Ability to participate in a 24/7 on-call rotation, Monday through Monday from 9:00 p.m. to 8:00 a.m., including weekdays, weekends, and holidays.
• Ability to manage multiple complex technical issues while maintaining effective communication with clients and internal teams.
• Ability to make sound, effective, and timely decisions in a fast-paced technical support environment.

Qualifications

• Bachelor's degree in MIS, CIS, Computer Science, related technical field, or equivalent training and experience.
• General technical knowledge of Microsoft products and technologies, including Windows Servers and Microsoft Office.
• Proficiency working with relational databases or SQL preferred.
• Experience working with the .NET framework and related technologies, including HTML, XSL, XML, and web technologies, preferred.
• Knowledge and understanding of software development tools a plus.
• Strong analytical ability, particularly in a technical environment.
• Excellent troubleshooting skills, including root-cause analysis and creative problem-solving.
• Excellent interpersonal, written, and verbal communication skills.
• Excellent organizational, time management, decision-making, and problem-solving skills.
• Ability to resolve complex client inquiries and technical problems effectively and efficiently.
• Readiness to learn new technologies quickly.
• Commitment to providing an exceptional experience to clients and internal stakeholders.