Software Support Specialist

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Tyler's Federal Division is currently seeking a Software Support Specialist to join the Product Operations team in supporting customer and partner inquiries, issues, enhancements, and maintenance relating to Tyler's Federal Division's entellitrak software. The Software Support Specialist is client-facing and an expert in technical support and troubleshooting, software requirements analysis, and customer service.

The right candidate enjoys working with others, is a fast learner, loves problem-solving, has excellent technical diagnostic skills, and thrives in a fast-paced environment.

Principal Responsibilities

  • Maintain high levels of customer satisfaction and retention through proactive communication and management of client activity
  • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement
  • Provide initial technical analysis and support for all incoming customer issues or inquiries via phone, email, and ticketing system
  • Diagnose, troubleshoot, identify solutions, and resolve customer issues within designated service level agreements
  • Responsible for data collection, organization, and documentation
  • Drive timely and successful resolution of complex requests that require collaboration with other team members and departments
  • Conduct quality assurance for application changes, fixes, and upgrades
  • Collaborate with application engineers, IT, and sales team to produce estimates
  • Coordinate maintenance tasks and upgrades with the client and internal teams
  • Establish a solid understanding of entellitrak software and configurations
  • Maintain awareness of contractual obligations and project hours/billing
  • Track and report status of assigned projects and tasks
  • Balance multiple projects simultaneously
  • Participate in on-call, after-hour shift rotation, to ensure overall service level targets are achieved

Job Requirements

  • Strong technical foundation including SQL programming skills, knowledge of relational databases, and familiarity with Java or
  • JavaScript
  • Willingness to independently and continuously improve technical knowledge
  • Strong analysis, facilitation, communication, time management, and organizational skills
  • Critical thinking and problem-solving capability
  • Business analysis or customer support experience in a software, web application, or IT-related field
  • Bachelor’s degree in a related field
  • Must be eligible to obtain and hold a US Government security clearance of Top Secret

Work with the only low-code application development platform purpose-built for the public sector. With a focus on case management and business process management, you can help government agencies at every level organize and automate data, tasks, regulations, and interactions in a way that is configured to their specific needs.


Herndon, Virginia



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Requisition Number:2021-310


Tyler Technologies is proud to be an affirmative action / 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, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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