Application Support Engineer
Description
Are you ready for a dynamic role where your collaboration skills, problem-solving abilities, and technical expertise will shine? We’re seeking an Application Support Engineer who thrives in tackling challenges head-on and delivering impactful solutions. The role sits at the heart of an organization driving company-wide impact through the adoption of unified, scalable solutions. Working both with clients and internal teams, you will operate as part of a core technical support team who specialize in tackling complex, escalated technical issues through deep troubleshooting, thorough debugging, and the development of practical, effective solutions. You'll lead cross-functional efforts to resolve critical technical incidents, acting as both a technical quarterback and client advocate. Additionally, you will play a key role in informing ongoing enhancements of internal tools and developing documentation and enablement that supports the success of the service and solution.
Success in this role requires a passion for delivering client-first experiences, as well as knowledge of Identity systems, SSO, federated identity, identity providers, access management, and cloud infrastructure.
Responsibilities
- Engage with personnel of Tyler divisions to problem-solve Tier 3 issues and knowledge gaps in the rollout and administration of Cloud Identity and integrated solutions.
- Completely own the entire issue resolution lifecycle of basic to complex client escalations and critical technical issues, delivering high-quality consultative support, and ensuring strong coordination between Tyler clients, internal clients, engineering, and other internal teams.
- Build a deep understanding of client use cases and collaborate with support team members, client enablement development, engineering and product teams to serve as a key technical liaison between Tyler and the client.
- Troubleshoot, debug, and propose bug fixes and inform product changes within the Identity and Cloud infrastructure.
- Prototype fixes or a proof-of-concept for the development team, provide architectural guidance, and create or improve tooling to reduce recurring escalations.
- Support enablement documentation creation and tailored enablement training delivery to additional Tyler division support teams.
- Take initiative to implement lightweight processes to support team momentum and short-circuit friction.
Qualifications
- Hands-on experience in a technical field such as Computer Science, MIS, or Software Engineering or equivalent practical knowledge is required.
- In-depth expertise in authentication and authorization protocols is required, with a proven ability to implement secure access controls and advanced identity management solutions.
- Proficiency in cloud development technologies, such as C#, JavaScript, containers, RESTful APIs, CI/CD pipelines, GitHub, and AWS.
- Excellent communication skills are essential, including active listening, clear verbal expression, and articulate writing. We are looking for someone who can build authentic connections, contribute meaningfully in diverse and collaborative teams, and communicate ideas with clarity and impact – including when engaging with external clients.
- Proactive and adaptable, with a passion for learning and growth. You are a self-starter who thrives in dynamic environments. Resourceful, analytical, and technically sharp, you bring strong troubleshooting instincts and the drive to uncover root causes and deliver effective, thoughtful solutions.
- Bring a systems-thinking mindset to diagnosing and supporting complex, multi-tenant production environments at scale.
- Demonstrated experience supporting a broad spectrum of users, from entry level end users to senior level administrators, engineers, and external clients.
Other Requirements
- Flexibility to provide support across time zones, including early or late meetings generally occurring between 6am and 6pm Pacific.
- Pass a fingerprint background check in accordance with CJIS requirements.
- Pass a state and federal background check; for this position, Public Trust: Moderate background investigation is required. This position may require access to high-compliance systems.
- Ability to support evening and weekend on-call duties for critical client escalations.