{"id":1939098,"url":"https://alion.io/job/tyler-technologies-software-support-manager","title":"Software Support Manager","company":{"id":179690,"name":"Tyler Technologies","domain":"tyler.com","url":"https://alion.io/company/tyler-technologies","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T01:42:11Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-07T23:39:27Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nThe Software Support Manager directs, establishes, and plans and implements the policies and procedures necessary to provide support for Tyler software products. His/her primary goal is to create and maintain a workforce capable of ensuring Tyler clients have a pleasant and beneficial experience with the Client Services Department.\nPrincipal Duties\nAchieves and maintains the service goals of the Client Services Department, creates new ways for reaching these goals, and takes corrective action when goals are not met\nDirectly manage employees on the support team:\nAddress employee performance issues immediately through individual meetings and written communication;\nProvide regular reviews to each employee in writing and follow up with individuals on any areas that need improvement;\nMentor Team Leads\nInterview and hire new employees; direct new employee training programs and monitor training needs for the team; monitor individual progress and take action as needed\nMonitors and improves upon monthly performance metrics\nContributes to the execution of departmental strategic and tactical plans\nRespond to escalated client issues and negotiate solutions based on client needs and company policies\nMonitors in-peril client support (Tyler Care) activities\nReview product changes and defects with Software Development and provide them with client feedback to improve the overall product\nActively work with all department managers to develop or improve Tyler’s services, goals and procedures\nPrepare reports and/or documentation concerning the team’s services, goals and needs\nRespects clients’ policies and procedures, and follows documented Tyler policies and procedures\nPerforms other job-related duties and manages projects created for strategic clients as assigned\nScope and Impact (Accountability)\nThe Software Support Manager is accountable for the service levels of the team and the performance of their individual employees. The direct supervision and guidance of the team ensures goals can be met both as individuals and as a team.\nFrequent interaction with Software Development to communicate the day-to-day needs of the Client Services Department is critical to providing excellent service. The Software Support Manager has a direct influence on how clients view Tyler’s responsiveness to product issues.\nTimely response to escalated issues maintains client confidence in Support. Listening to the clients’ concerns and proposing a corrective action is the Software Support Manager’s responsibility. This also requires working with Implementation staff and Consulting Services to assist clients with tasks beyond the scope of technical support. Active participation in meetings and regular feedback provided by Software Support Managers impacts the company’s ability to improve services, products and implementations.\nComplexity\nThe successful individual will be able to:\nContinually learn and review new products/technology changes that impact clients and analyze service levels in order to meet the team’s service goals.\nCommunicate installed client needs and understand the competing needs that come from Sales and Implementation. Work with other departments to meet the requirements of installed clients.\nArtfully balance the clients’ individual needs with company goals and effectively negotiate with clients based on company decisions and policies.\nTake ownership for troubleshooting and resolving client issues outside direct area of responsibility.\nDemonstrate the ability to use management principles (planning, organizing, directing, developing and supervising) to build a team able to provide service that consistently illustrates a strong work ethic and respect for the client.\nUtilize resources to best support installed clients and develop services to reduce calls and/or increase employee productivity.\nModel desired organizational behavior as defined in the company values and leadership competencies.\nCultivate, support and promote an organizational culture that provides for high performance, high morale, integrity, and teamwork.\nEducation, Experience and Special Skills\nBS/BA degree in related field or equivalent work experience is required.\nExpert-level experience with Tyler software products or 5+ years’ experience in Tyler’s Client Service organization is required.\nStrong desire to motivate and manage a team of professionals is required.\nEffective conflict management, resolution and communication skills are required.\nAbility to prioritize and complete multiple tasks in a fast-paced, technical environment is required.\nDemonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.\nExcellent interpersonal skills are required, including verbal and written communications.\nAbility to travel preferred (less than 25%)","description_format":"text","description_chars":4819,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-06T01:42:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 38 · green card filings: 12","filings_12m":38,"filings_prev_12m":65,"green_card_filings_12m":12,"median_offered_wage_usd":117900,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring 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