Job Description
\nDescription\n\u003cp\u003e\nUnblocking 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 from the next one.\u003cbr /\u003e\u003cbr /\u003eThese are just a few of the things that make our \u003cstrong\u003eSoftware Support Specialists \u003c/strong\u003etruly 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.\u003cbr /\u003e\u003cbr /\u003e\u003cb\u003e\u003ci\u003eAre you nodding and thinking this is exactly what you want to be doing? If so, we should talk!\u003c/i\u003e\u003c/b\u003e\u003cbr /\u003e\u003cbr /\u003e\u003cb\u003eWhy is this job important?\u003c/b\u003e\u003cbr /\u003e\u003cbr /\u003eOur 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. \u003cbr /\u003e\u003cbr /\u003eImagine a day in the role: \u003cbr /\u003e\u003cbr /\u003eDuring 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. \u003cbr /\u003e\u003cbr /\u003eAfter 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 real 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.\u003cbr /\u003e\u003cbr /\u003eIn 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. \u003c/p\u003e\u003ch2 style=\
