Software Support Analyst

The Software Support Analyst addresses and resolves complex issues for Tyler clients and employees. The Software Support Analyst fosters the advancement of product knowledge and client service skills within the team.

Overland Park, Kansas | Troy, Michigan

• Communicate professionally, clearly, and appropriately with clients and coworkers.
• Successfully diagnose and resolve high-level client issues.
• Take ownership of high-level support issues that are open and cannot be resolved through the normal channels.
• Demonstrate expert knowledge of support processes, problem management tools and procedures.
• Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Resolve complex issues utilizing knowledge of established guidelines, company policies, and contract specifications.
• Work effectively both independently and in a team-oriented environment.
• Assist other team members.
• Provide hardware and operating system support.
• Effectively utilize available resources.
• Proactively improve knowledge and develop analytical and technical skills.
• Research and establish plans for complex technical initiatives.
• Analyzes data reports, forms, and web technologies.
• Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
• Submits client issues to development team for resolution as needed.
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and/or Tyler Community.
• Reviews release documentation and provides feedback to appropriate staff.
• May participate in transitional services for new clients in their initial post-live period.
• Commitment to expanding technological skills and knowledge of the Tyler products.
• Maintain composure under pressure.

• Bachelor's degree in a related field or equivalent experience.
• Minimum of 2 years of experience in a Software Support position or a position that demonstrates systems knowledge and experience.
• Excellent interpersonal skills.
• Ability to make sound, effective, and timely decisions and solve problems involving complex issues.
• Excellent decision-making, time management and problem‑solving skills involving root‑cause diagnosis and creative thinking.
• Excellent organizational skills.
• Strong analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of database structures (fields, tables, views, database objects, etc.) is a plus.
• Proficiency working with relational databases or SQL is a plus.
• Experience working with .NET framework applications or Java applications is a plus.
• Knowledge and understanding of software development tools is a plus.
• Scripting experience is a plus.

Competitive benefits to support health and financial wellness.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing  or by calling  ext.

791008.