Software Support Specialist
Description
In this role, you will support Tyler Technologies’ Tyler Fire & EMS product, a cloud-based software platform built for first responders and designed specifically for Fire and EMS data collection, incident reporting, and records management. This mission-critical solution helps public safety agencies capture, manage, and access the information they need to serve their communities.
As a Software Support Specialist, you will be part of a highly collaborative team that serves as the primary connection between our customers, product experts, and development organization. Your mission is to deliver an exceptional customer experience by investigating, diagnosing, and resolving software issues while helping Fire and EMS agencies get the most value from their Tyler Fire & EMS solution.
Responsibilities
- Provide high-quality customer support through Tyler’s web portal, chat, and phone channels.
- Investigate, troubleshoot, and resolve customer issues related to application functionality, data, configuration, integrations, and mobile device usage.
- Take ownership of technical incidents and drive issues to resolution while keeping customers informed throughout the process.
- Replicate customer-reported issues to support diagnosis, documentation, and escalation when needed.
- Coordinate with product and development teams on escalated or complex customer issues.
- Guide customers on product functionality and best practices to help them use Tyler Fire & EMS effectively.
- Use Tyler’s CRM and support tools to create, update, track, and document customer issues.
- Create and maintain support documentation, knowledge base articles, and internal reference materials.
- Continue building product knowledge and technical skills to support a fast-moving SaaS and cloud-based product environment.
- Demonstrate a commitment to providing an exceptional experience for our customers.
- Maintain readiness to learn new technologies at lightning speed.
- Perform other duties as assigned.
Qualifications
- Bachelor’s degree preferred, or equivalent related experience.
- 3+ years of software support experience required.
- Experience supporting SaaS or cloud-based software products preferred.
- Strong customer service skills with a commitment to clear, professional, and timely communication.
- Effective troubleshooting, problem-solving, and analytical skills.
- Public safety, Fire, EMS, incident reporting, records management, or emergency services experience preferred.
- Ability to manage multiple customer issues while maintaining attention to detail and follow-through.
- Experience supporting Windows environments and mobile applications or devices.
- Familiarity with Jira, CRM systems, and remote support tools preferred.
- Strong written and verbal communication skills.
- Ability to work collaboratively with support, product, and development teams.
- Hybrid work arrangement.