Software Support Analyst

Job title: Software Support Analyst

About the Role

The Software Support Analyst addresses and resolves complex issues for Tyler clients and employees, while helping to advance product knowledge and client service skills across the team.

What You'll Do

• Communicate professionally with clients and coworkers

• Diagnose and resolve high-level client issues; take ownership of escalated issues

• Demonstrate expert knowledge of support processes, problem management tools, and procedures

• Maintain an approachable and courteous demeanor in verbal and written communication

• Resolve complex issues using established guidelines, policies, and contract specifications

• Work effectively both independently and in a team; assist other team members

• Provide hardware and operating system support; effectively utilize available resources

• Proactively improve knowledge and develop analytical and technical skills

• Research and establish plans for complex technical initiatives; analyze data reports, forms, and web technologies

• Use Tyler’s client management system to create, track, and/or update details on client issues

• Submit client issues to the development team for resolution as needed

• Create or enhance documentation throughout the support process

• Contribute to the company knowledge library and/or Tyler Community

• Review release documentation and provide feedback to appropriate staff

• May participate in transitional services for new clients in their initial post-live period

• Commitment to expanding technological skills and knowledge of the Tyler products

• What We're Looking For

• Bachelor's degree in related field or equivalent experience

• Minimum of 2 years of experience in a Software Support position, or in a role demonstrating systems knowledge and experience

• Excellent interpersonal skills; ability to make sound, effective, and timely decisions and to solve problems involving complex issues

• Excellent decision making, time management, and problem-solving skills including root cause diagnosis

• Excellent organizational skills; strong analytical ability in a technical environment

• Excellent written and verbal communication skills

• Knowledgeable with Microsoft Office

• Knowledge and understanding of database structures including fields, tables, views, and database objects (plus)

• Proficiency working with relational databases or SQL (plus)

• Experience working with .NET framework applications or Java applications (plus)

• Knowledge and understanding of software development tools (plus)

• Scripting experience (plus)

• Nice to Have

• Additional SQL/database experience, Java/.NET development exposure, scripting

• Compensation & Benefits

• Competitive benefits to support health and financial wellness

• Opportunities for growth and development within a values-driven culture

• Recognition as part of a team with awards and accolades for public sector impact