Software Support Specialist

Job title: Software Support Specialist

About the Role

The Software Support Specialist serves as a primary point of contact for clients seeking technical assistance with Tyler Technologies’ software solutions. This role focuses on troubleshooting, diagnosing, and resolving a broad range of software issues while maintaining excellent customer service and documenting interactions to drive resolution, product adoption, and client satisfaction.

What You'll Do

• Serve as the primary point of contact for clients requiring technical support for Tyler Technologies software products.

• Provide timely and professional responses to client inquiries via phone, email, chat, and other official support channels.

• Troubleshoot, diagnose, and resolve a wide range of software issues; escalate complex or unresolved issues to senior staff or appropriate teams when necessary.

• Accurately document all client communications, troubleshooting steps, and resolutions in the designated support ticketing or case management system.

• Maintain comprehensive and up-to-date knowledge of Tyler products, services, and related procedures to deliver high-quality support and solutions.

• Collaborate closely with team members, product specialists, developers, and other departments to facilitate efficient issue resolution and to continuously improve the support experience.

• Identify and report trends in client-reported issues, product defects, or potential system enhancements to the appropriate internal teams for further action.

• Participate regularly in training sessions, workshops, and professional development activities to strengthen technical expertise and customer service skills.

• Consistently uphold Tyler’s commitment to outstanding customer service, contributing to strong client satisfaction, retention, and overall product adoption.

• What We're Looking For

• A bachelor’s degree in a related field plus a minimum of 5 years of related experience, or an equivalent combination of education and related experience.

• Previous experience in customer support, technical support, or a software-related role.

• Experience supporting complex software applications preferred.

• Experience working with remote collaboration tools and distributed teams preferred.

• Solid understanding of database structures, including fields, tables, views, and database objects.

• Experience with relational databases or SQL preferred.

• Familiarity with the .NET framework, HTML, XSL, XML, or related technologies a plus.

• Proficiency with Microsoft Office Suite.

• Exposure to software development tools and practices such as DevOps or continuous deployment a plus.

• Strong customer service orientation and a commitment to client success.

• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.

• Proven analytical thinking and systematic problem-solving abilities.

• Adaptability and flexibility in a dynamic, rapidly evolving technology environment.

• Demonstrated ability to work effectively both independently and as part of a team.

• Strong organizational skills, with the ability to manage multiple priorities and competing deadlines.

• Demonstrated commitment to professional development and continuous learning.

• Ability to travel up to 10%, if required.

• Nice to Have

• Experience with DevOps or CI/CD practices (preferred)

• Experience supporting complex software applications (preferred)

• Experience with distributed teams or remote collaboration tools (preferred)

• Compensation & Benefits

• Salary: USD 52,000 - 68,500 per year (before geographic differences).

• Tyler Technologies is an equal opportunity employer; all qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected by law.