Software Support Specialist
Description
Unblocking stuck clients and internal partners. Solving weird and interesting technical problems with your teammates. Turning chaos into order. Composing elegantly written and helpful responses to questions and skillfully documenting them for your colleagues so everyone can benefit for the next one.
These are just a few of the things that make our Software Support Specialists truly remarkable. And we are looking for additional members of this diverse, high-performing team to work closely with clients using a cloud-based data-as-a-service platform, supporting data analytics and reporting solutions at every level of government.
Are you nodding and thinking this is exactly what you want to be doing? If so, we should talk!
Why is this job important?
Our Support Specialists are product experts and technical advisors to anyone who uses, manages, or supports Tyler data platforms, from data workers and leaders at government agencies to internal partners across other Tyler divisions and within our own.
Imagine a day in the role:
During your daily ticket intake shift, you screen and triage all incoming tickets, scanning for themes and issues—such as a platform outage requiring prompt escalation. Today there are no major fires, but you receive a murky ticket from another internal division that will require some extra legwork; the internal channel partner has a client problem they aren’t sure how to troubleshoot, and you’ll gather information, analyze which team is responsible, and reroute. You also spend time scoping a technical ticket from an implementer who needs help constructing a query that will accomplish their reporting goals.
After your intake shift, you spend a few hours heads down on these and other thorny tickets. You jump into Teams for a real-time diagnostic conversation with engineering to troubleshoot the root cause of a unique client issue. After driving for the clarity you need, you synthesize the input into crisp guidance that you know will push this complex ticket forward toward an expedient resolution and a delighted client. You often respond in writing on the ticket, but this time you choose to hop on the phone so you can field the client’s follow-up questions in live time. That’s your judgment call in this role; you’re responsible for your ticket outcomes and determining the best path to get there. You have another tricky ticket in mind that isn’t quite ready to bring to engineering yet; first you plan to workshop some initial investigatory ideas for it with your trusted teammates at today’s team standup. Later, you’ll be supporting a live course for a large client; you’ll field questions so that the trainer can maintain their rhythm.
In your work, you are consultative and strategic -- whether you’re creating an “extract, transform, load” (ETL) solution to automate a client’s data workflow or proactively addressing gaps in our documentation. You take a big-picture approach in seeking operational opportunities to help your team scale, while zooming back in to overcome technical blockers. You’re a linchpin, bridging knowledge gaps so implementation and support teams across Tyler can help their clients get the most out of our analytics solutions.
Responsibilities
In a typical week, you will:
- Deep dive on client-reported blockers to identify workarounds and test technical solutions that meet client goals
- Troubleshoot technical and data-centric issues, including ETL pipelines and data schemas to help clients understand and solve their business problems
- Work with clients to shape and format data for data analysis and visualizations
- Participate in client and internal meetings where you leverage your product expertise to inform decisions and solutions
- Help clients develop creative solutions by leveraging platform APIs with various programming languages
- Curate and maintain a broad and best-in-class knowledge base; partner with product owners to develop documentation for product releases
- Leverage knowledge base articles to “teach clients how to fish”, and identify opportunities for reusable content
- Provide Tier II support for D&I data solutions sold, managed, and supported by other divisions.
- Engage with personnel of other Tyler divisions to problem-solve for issues and knowledge gaps in the rollout and administration of those solutions.
Qualifications
- You have technical acumen and a hunger to keep learning:
- Able to understand a technical concept or problem (not just translate it)
- Proficient with contemporary online applications and able to learn new technologies at lighting speed.
- Able to quickly command a broad, deep range of complex cloud-based software behaviors and functionality
- Working knowledge of web development principles and programming language syntax sufficient to troubleshoot broken queries (SQL or Python knowledge required)
- Basic knowledge and understanding of data concepts and database structures including fields, tables, views, how to manipulate data, etc.
- You’re a skilled communicator and investigator:
- Knack for crafting documentation and explaining technical concepts to a variety of audiences, both verbally and in writing
- Skilled at communicating with stakeholders and management to translate client expectations and advocate based on user needs
- Able to take charge, direct and control situations with clients toward win-win solutions
- Analytical and creative ingenuity to troubleshoot and resolve problems
- Experience triaging, gathering requirements, and finding clever ways of solving problems
- Able to forge ahead and make decisions in ambiguous situations using situational principles
- You have a great attitude, mindset, and work ethic:
- You’re a self-starter with a strong ownership mindset. You take it upon yourself to confidently drive for clarity. You do your own research and are mindful of how you use others' time when seeking out answers from technical experts across the division.
- You hold yourself accountable to high performance
- You are passionate about team collaboration and client satisfaction
- You relish learning something new: software, tools, skills to further your own development and your team’s overall effectiveness. You’re motivated to become a Tyler Data & Insights solutions and data sharing expert.
- And you can meet these logistical requirements:
- On a logistical level, you have the flexibility to work different shifts to support clients across time zones, including early or late shifts occurring between 6am and 6pm Pacific. We do our best to provide the flexibility to accommodate our team members' preferred hours.
- Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.
- You can pass a state and federal background check; for this position, Public Trust: Moderate background investigation is required. This position requires access to high-compliance systems.