Software Support Specialist

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.
Location
College Station, TX or Troy, MI
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.