{"id":2641355,"url":"https://alion.io/job/tyler-technologies-software-support-specialist-8","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":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-10-16T05:45:00Z"}},"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":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Copilot","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-15T18:58:38Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-16T06:05:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Description\nAs a Software Support Specialist, you’ll provide medium- to high-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns. You’ll develop your skills through data analysis, collaborative testing, and effective communication-while continually expanding your knowledge of Tyler’s products and tools.\nIf you have the following competencies, we want to talk to you:\nPermitting, Licensing, Financial, GIS, and ERP\nStrong desire to work with a team that has common goals\nPassion for helping clients and building rapport\nDesire to work in a fast-paced environment where every day offers diverse questions\nAptitude for problem-solving and thinking out of the box.\nPosition Objective\nThe Software Support Specialist provides software support and technical assistance to Tyler clients and employees to ensure a pleasant and beneficial experience with the Support Department. S/he is responsible for diagnosing and solving client issues in a timely and courteous manner, working independently or with other Support staff to resolve issues with Tyler software products.\nPrincipal Duties\nIn a fast-paced organization, provides phone, web, or email software support, direction, assistance, and consulting for clients in the US and Canada, sometimes managing multiple client issues\nPromptly provides analysis, diagnostics, and resolution to client inquiries, communicating effectively through email, chat, and telephone to maintain maximum client productivity\nAccepts escalated client issues from Software Support Specialists and Associate Software Support Specialists\nEvaluates and prioritizes technical issues and escalates to a senior team member if additional expertise or assistance is needed\nDocuments and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues\nContributes to company knowledge library and contributes to Tyler Community\nContinually develops product expertise by reviewing new functionality, testing product issues, and utilizing internal resources\nTests software as necessary\nProvides formal, on-line/site training to clients and participates in User Groups as may be assigned\nParticipates in Early Adopter activities as may be assigned\nRespects clients’ policies and procedures, and follows documented Tyler policies and procedures\nPerforms other job-related duties as assigned\nScope and Impact (Accountability)\nResponsibilities include fielding inbound incidents and proactively reaching out to provide software support for clients. These may include following up on defects, providing short training sessions, and providing guidance on data correction. This individual does not control the volume. Decision-making is limited to resolving issues. Consequences of error carry a moderate risk to the organization. The impact is substantial, as clients have long-term contact with Support team members, which shapes their opinions of Tyler’s products and services.\nComplexity\nThe successful individual will be able to:\nBecome a trusted client resource by providing service that consistently demonstrates strong product knowledge, a good work ethic, and respect for the client.\nBuild rapport with clients to turn what may be a negative situation into a positive software service experience.\nPrioritize software support and technical issues, evaluate issue severity with regard to escalation, and demonstrate a sense of urgency.\nManage and prioritize multiple and often conflicting tasks, including helping other team members.\nDemonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from managerial to clerical.\nMentor and assist junior Support personnel.\nAdapt to changing products and environments.\nDemonstrate full product knowledge and eliminate knowledge gaps in legacy, current, and future products and services by means of self-study supplemented by formal education.\nEducation, Experience and Special Skills\nBS/BA degree in related field or equivalent work experience is required.\nExperience in business process solution software for local governments and public agencies, or 12+ months' experience as a Software Support Specialist, is required.\nDemonstrated ability to maintain a positive, professional attitude and an aptitude for service is required.\nExcellent verbal and written communication skills, and the interpersonal ability to work effectively with clients on technical and business issues, are required.\nExcellent analytical and problem-solving skills are required.\nFamiliarity with related business terms and principles is desired.\nProficiency using computers; exposure to relational databases or SQL may be desired in some product areas.\nWorking Knowledge of Tyler Technologies EP&L software is preferred\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.\nKnowledgeable with Microsoft Office, including Teams and Copilot","description_format":"text","description_chars":5368,"description_truncated":false,"requirements":{"experience_years_min":null,"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":["ERP & Business Management Software","Digital Government"],"lifecycle":[{"event":"open","at":"2026-10-15T18:58:38Z"}],"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":"2026-10-15T11:24:14+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":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:3","wave","velocity","win:early"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tyler-technologies-software-support-specialist-8","json_url":"https://alion.io/job/tyler-technologies-software-support-specialist-8.json","meta":{"generated_at":"2026-10-16T08:54:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6970,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179690},"rest":"https://alion.io/mcp/rest/get_company?id=179690"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftyler-technologies-software-support-specialist-8"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftyler-technologies-software-support-specialist-8"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftyler-technologies-software-support-specialist-8"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tyler-technologies-software-support-specialist-8\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftyler-technologies-software-support-specialist-8"}]}