Integration Support Engineer

Software Support Plano, Texas

Salary: USD 75000 - 105000 Annually

The Integration Support Engineer is a foundational role on the Integration Operations team responsible for supporting the day-to-day operational health of Tyler integration services. This role assists with integration ticket intake, triage, monitoring, troubleshooting, documentation, and escalation across production and non-production environments.

The Integration Support Engineer serves as a first point of technical investigation for integration-related issues submitted by internal teams, external partners, and third-party integrators. This includes reviewing integration activity, validating submitted information, investigating common API and data transmission issues, following established runbooks, and coordinating with Integration Engineers or other technical teams when more advanced analysis or remediation is required.

This position supports integrations throughout their operational lifecycle, including partner onboarding support, environment validation, proactive monitoring, incident response, and routine operational tasks. The role contributes to integration stability, client satisfaction, and operational excellence by ensuring issues are resolved efficiently, documentation is maintained accurately, and opportunities for continuous improvement are identified.

Success in this role requires strong analytical skills, attention to detail, technical curiosity, effective communication, and a desire to develop expertise in Tyler's integration platforms, tools, and operational processes. The ideal candidate has foundational knowledge of APIs, troubleshooting, SQL, monitoring tools, and customer or partner-facing technical support.

Hybrid Work Policy: Employees in this role are expected to work onsite at the Plano, TX office at least three days per week.

Please note: We are not considering candidates who require any visa sponsorship for this position. This is a budgetary decision and due to the significant talent available currently who do not require such sponsorship

CJIS Background:
Required to undergo and satisfactorily pass a fingerprint background check in accordance with CJIS requirements.

• Integration Ticket Intake & Triage – Receive, review, categorize, prioritize, and document integration-related requests submitted by internal teams, external partners, clients, and third-party integrators. Validate required information and route or escal­ate requests as appropriate.
• First‑Line Integration Troubleshooting – Investigate routine and moderately complex integration issues using established procedures, runbooks, logs, payloads, API responses, monitoring alerts, and known error patterns. Resolve issues within defined scope and escal­ate more complex issues when appropriate.
• Integration Monitoring & Operational Health – Monitor integration activity, API traffic, scheduled jobs, data transmission status, error patterns, and system health indicators. Perform initial investigation of alerts and document findings.
• Integrator & Partner Support – Assist integrators, partners, and client technical contacts with integration‑related questions, failed submissions, validation issues, and routine troubleshooting while providing timely communication and updates.
• Implementation & Operational Support – Support defined integration activities including partner onboarding, configuration validation, environment setup, release support, client upgrade validation, and other operational tasks under established processes.
• Incident Support & Escalation – Support incident response by gathering information, documenting impact, reviewing logs and alerts, performing initial troubleshooting, and escal­ating issues to Integration Engineers or other technical teams when necessary.
• Documentation & Reporting – Maintain accurate ticket documentation, troubleshooting notes, runbooks, knowledge base articles, operational records, and integration status reporting.
• Compliance & Data Integrity – Support secure, reliable, and accurate transmission of data while following Tyler security standards, operational procedures, and applicable compliance requirements.
• Continuou…