Software Support Analyst, Civil Process

Description

The Software Support Analyst is responsible for handling escalated technical issues, performing in-depth troubleshooting, and collaborating with development, and other teams to resolve complex customer problems for Tyler clients and employees. The Software Support Analyst fosters the advancement of product knowledge and client service skills within the team.

Responsibilities:

• Provides high level diagnosis to staff and takes over open issues that cannot be resolved by Level 1 Support.
• Provides or helps with inbound phone, web, email or chat software support to resolve complex client inquiries and problems effectively and efficiently.
• Investigate and diagnose complex technical issues related to software applications, integrations, databases, and environments.
• Collaborate with Level 1 support, engineering, and product teams to reproduce and escalate unresolved issues.
• Utilize logs, debugging tools, and monitoring platforms to analyze issues.
• Responsibly communicates to all parties involved in issue resolution to meet defined SLAs and manage client expectations.
• Uses Tyler's client management system to create, update and track client issue(s).
• Writes estimates for software modification specifications and documentation of support processes.
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and/or Tyler Community.
• May participate in Early Adopter activities.
• May participate in User Group meetings and activities.
• Mentors new staff to ensure guidance is provided on an ongoing basis.
• Reviews release documentation and provides feedback to appropriate staff.
• May participate in transitional services for new clients in their initial post-live period.
• Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
• Leverage observability tools (e.g., CloudWatch, Datadog, Prometheus, Grafana, ELK stack, New Relic) to monitor system health, detect anomalies, and identify root causes.
• Maintain and improve observability setups for AWS-based systems and applications.
• Analyze system logs, application traces, and metrics to diagnose performance issues or errors in production environments.
• Work closely with DevOps and development teams to improve monitoring dashboards, alerts, and incident response processes.
• Provide support for AWS cloud infrastructure, including services like EC2, ECS, Lambda, RDS, S3, CloudFormation, and VPC.
• May provide input to Manager for performance evaluations on other staff.
• Commits to expanding technological skills and knowledge of the Tyler products.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies

Qualifications:

• A minimum of 2 years of experience required in a Senior Software Support Specialist position, or in a position which demonstrates systems knowledge and IT analyst experience.
• Bachelor's degree in related field or equivalent experience.
• Ability to make sound, effective and timely decisions when solving complex issues.
• Excellent decision making, time management and problem solving skills involving root cause diagnosis and thinking out of the box.
• Excellent organizational skills.
• Excellent written and verbal communication skills.
• Strong understanding of Windows operating systems.
• AWS certifications (e.g., Cloud Practitioner) are a strong plus.
• Familiarity with databases (SQL Server, MySQL, Oracle) and ability to run/debug queries.
• Experience with APIs, web services (REST/SOAP), and integration troubleshooting.
• Basic knowledge of programming languages (e.g., Python, PowerShell, JavaScript) is a plus.
• Scripting knowledge (e.g., Python, Bash, PowerShell) for automation and log parsing.
• Understanding of networking concepts and protocols (HTTP/S, DNS, FTP, etc.).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Exposure to containerized environments (e.g., Docker, ECS, or EKS).
• Ability to travel preferred.