{"id":1667472,"url":"https://alion.io/job/tyler-technologies-software-support-specialist-2","title":"Software Support Specialist","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":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":156000,"period":"year","method":"role_country_seniority_unknown","sample_n":1359},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-02T06:14:42Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-06T23:16:32Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Description\nThe Software Support Specialist handles issues which may require some research, thought, and troubleshooting skills. The Software Support Specialist will provide basic-level software support for Tyler clients in the use, functionality, and understanding of our products and databases for issues that are easily solved. You will learn how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Software Support Specialist is expected to continually grow and expand knowledge of the product.\nCandidates must be local to Latham, NY, and willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST.\nResponsibilities\nProvides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently\nAnalyzes data reports, forms, and web technologies\nUses and programs SQL to resolve basic to moderate issues\nResponsibly communicates to all parties involved in issue resolution to meet and manage client expectations\nUses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s)\nAssist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and solution\nMay assist with writing estimates for software modification specifications and documentation of support processes\nMay submit client issues to development team for resolution as needed.\nWork on critical, highly complex customer problems that will spanning multiple applications and environments\nPerforms Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required\nMay provide training to client end-users (typically via webinar)\nCreates or enhances documentation throughout the support process\nContributes to company knowledge library and/or Tyler Community\nMay participate in Early Adopter activities\nMay participate in User Group meetings and activities\nTroubleshoot application deployments, recreate customer issues, and build proof of concept applications\nWrite and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files\nApply advanced troubleshooting techniques to provide unique solutions depending on customer use cases\nCommits to expanding technological skills and knowledge of the Tyler products\nDemonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies\nParticipate in the achievement of subject level agreements\nMay participate in On Call coverage and may require shifts outside of normal business hours\nCommunicate professionally, clearly, and appropriately with clients and coworkers\nDetermine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients\nSolve problems effectively in an ever-evolving environment\nDemonstrate proficient knowledge of support processes, problem management tools and procedures\nMaintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization\nMaintain composure under pressure\nResolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications\nWork effectively both independently and in a team-oriented environment\nAssist other team members\nProvide limited hardware and operating system support\nEffectively utilize available resources\nAccurately record all details and progress in incident tracking system(s)\nQualifications\nPrevious experience required in a software support position, or in a position which demonstrates systems knowledge and experience is a plus\nExcellent interpersonal skills.\nEffective decision making and problem-solving skills involving troubleshooting basic to moderate issues\nStrong organizational skills\nEffective analytical ability, particularly in a technical environment\nExcellent written and verbal communication skills\nBasic knowledge and understanding of database structures including fields, tables, views, database objects, etc.\nExperience working with relational databases or SQL preferred.\nKnowledgeable with Microsoft Office\nKnowledge and understanding of software development tools a plus.\nAbility to travel preferred\nMust be local to Latham, NY \nMust be willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST","description_format":"text","description_chars":4791,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T06:14:42Z"}],"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 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