Senior Software Support Specialist - Data & Insights Solutions

Senior Software Support Specialist - Data & Insights Solutions

Unblocking 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 for the next one. These are just a few of the things that make our Software Support Specialists truly 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.

Why is this job important? Our 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.

Work with our transformative data solutions that help agencies address mission‑critical outcomes. Our cloud‑based data platform, open data solutions, and performance management solutions help agencies improve performance, transparency, and public engagement.

Remote | Seattle, Washington

• Deep dive on client‑reported blockers to identify workarounds and test technical solutions that meet client goals
• Troubleshoot technical and data‑centric issues, including ETL pipelines and data schemas to help clients understand and solve their business problems
• Work with clients to shape and format data for data analysis and visualizations
• Participate in client and internal meetings where you leverage your product expertise to inform decisions and solutions
• Help clients develop creative solutions by leveraging platform APIs with various programming languages
• Curate and maintain a broad and best‑in‑class knowledge base; partner with product owners to develop documentation for product releases
• Leverage knowledge base articles to “teach clients how to fish”, and identify opportunities for reusable content
• Provide Tier II support for D&I data solutions sold, managed, and supported by other divisions. Engage with personnel of other Tyler divisions to problem‑solve for issues and knowledge gaps in the rollout and administration of those solutions.

• Able to understand a technical concept or problem (not just translate it)
• Proficient with contemporary online applications and able to learn new technologies at lightning speed
• Able to quickly command a broad, deep range of complex cloud‑based software behaviors and functionality
• Working knowledge of web development principles and programming language syntax sufficient to troubleshoot broken queries (SQL or Python knowledge required)
• Basic knowledge and understanding of data concepts and database structures, including fields, tables, views, and how to manipulate data

You're a skilled communicator and investigator.

• Knack for crafting documentation and explaining technical concepts to a variety of audiences, both verbally and in writing
• Skilled at communicating with stakeholders and management to translate client expectations and advocate based on user needs
• Able to take charge, direct, and control situations with clients toward win‑win solutions
• Analytical and creative ingenuity to troubleshoot and resolve problems
• Experience triaging, gathering requirements, and finding clever ways of solving problems
• Able to forge ahead and make decisions in ambiguous situations using situational principles

You have a great attitude, mindset, and work ethic.

• You're a self‑starter with a strong ownership mindset. You take it upon yourself to confidently drive for clarity. You do your own research and are mindful of how you use others' time when seeking out answers from technical experts across the division.
• You hold yourself accountable to high performance
• You are passionate about team collaboration and client satisfaction
• You relish learning something new: software, tools, skills to further your own development and your team's overall effectiveness.

• Work flexible hours to support clients across…