Software Support Specialist

Job title: Software Support Specialist

About the Role

The Software Support Specialist provides basic-level software support for Tyler clients, helping with use, functionality, and understanding of our products and databases. The role includes researching and troubleshooting issues and ensuring timely resolution while continually expanding knowledge of the product.

What You'll Do

• Provide inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently.

• Analyze data reports, forms, and web technologies.

• Use and program SQL to resolve basic to moderate issues.

• Communicate with all parties involved in issue resolution to meet and manage client expectations.

• Use Tyler’s client management system to create, track, and update details on client issue(s).

• Assist Implementation Specialists and Project Managers in establishing issue priorities for timely response and solution.

• May assist with writing estimates for software modification specifications and documentation of support processes.

• May submit client issues to the development team for resolution as needed.

• Work on critical, highly complex customer problems spanning multiple applications/environments.

• Perform Quality Assurance testing for software module upgrades/changes and analyze results to ensure software performs as required.

• Provide training to client end-users (typically via webinar).

• Create or enhance documentation throughout the support process and contribute to the knowledge library.

• May participate in Early Adopter activities and User Group meetings.

• Troubleshoot application deployments, reproduce customer issues, and build proof-of-concept applications.

• Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files.

• Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases.

• Commit to expanding technological skills and knowledge of Tyler products.

• Maintain a professional demeanor, adhere to company policies, and participate in on-call coverage when required.

• Communicate professionally with clients and coworkers; determine issue urgency and prioritize accordingly; maintain composure under pressure.

• Maintain incident tracking records and work both independently and in a team; assist other team members.

• Provide limited hardware and operating system support and utilize available resources.

• What We're Looking For

• Previous experience in a software support position or a role demonstrating systems knowledge is a plus.

• Excellent interpersonal skills and strong written and verbal communication.

• Effective decision making and problem-solving for troubleshooting basic to moderate issues.

• Strong organizational and analytical abilities in a technical environment.

• Basic knowledge of database structures (fields, tables, views, database objects).

• Experience with relational databases or SQL preferred.

• Knowledgeable with Microsoft Office; software development tools a plus.

• Ability to travel preferred; must be local to Latham, NY.

• Willing to work a shift that supports clients between 6:00 am and 8:00 pm EST.

• Nice to Have

• On-call experience or willingness to participate in on-call coverage.

• Compensation & Benefits

• Salary: USD 52,000 - 60,000 per year.

• Competitive benefits supporting health and financial wellness; opportunities for growth and recognition.