Software Support Specialist

Apply Online

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.

Location

Herndon, Virginia

Travel

0-5%

Great Place to Work & Grow Your Career

Tyler is continually recognized as a great workplace locally and nationally. See our recent awards and accolades across Tyler »

Taking Care of You & Your Family

Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people »

Apply Online


Requisition Number:2021-310

#DICEFED

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 jobs@tylertech.com 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.
spacer module is 50px
Didn’t find what you’re looking for?

Start your search again

spacer module is 27px
SCAM ALERT

Don't be fooled by criminals making false employment offers, requesting personal and financial information, or impersonating Tyler management. In our recruiting practice, we do not …

  • Extend job offers to candidates we have never spoken with on the phone or in-person
  • Request financial information from candidates
  • Offer jobs through chat rooms, meetups, or hangouts

If you feel you may have been in contact with someone falsely representing Tyler, please contact info@tylertech.com immediately and provide us with as much information as possible about the exchange. If you opened or clicked on any links or attachments within a suspicious job offer, we recommend running a full antivirus scan on your computer to make sure no malware was downloaded.

spacer module is 25px
Get to Know Our Tyler Family

At Tyler, team members are valued and encouraged to innovate, while having fun along the way. Join us and see why we love working here.

Meet our Tyler family
Meaningful Work, Valuable Benefits

To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.

Check out our benefits
Why Work at Tyler?

While committed to serving the public sector, we’re also dedicated to investing in our people. Be a part of our passionate community where you can grow.

Come work with us
Upcoming Job Fairs & Recruiting Events

Interested in learning more about what it's like to be a part of our team? Our recruiting team would love to meet you at an upcoming event in your area or virtually.

See our hiring events