Software Support Analyst, Civil Process

Software Support Analyst, Civil Process

Location:

Troy, Michigan

Travel: 10-25%

• 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 elevate unresolved issues.
• Utilize logs, debugging tools, and monitoring platforms to analyze issues.
• Communicates responsibly 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.
• Leverages observability tools (e.g., Cloud Watch, Datadog, Prometheus, Grafana, ELK stack, New Relic) to monitor system health, detect anomalies, and identify root causes.
• Maintains and improves observability setups for AWS‑based systems and applications.
• Analyzes system logs, application traces, and metrics to diagnose performance issues or errors in production environments.
• Works closely with Dev Ops and development teams to improve monitoring dashboards, alerts, and incident response processes.
• Provides support for AWS cloud infrastructure, including services like EC2, ECS, Lambda, RDS, S3, Cloud Formation, 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.

• Minimum of 2 years of experience in a Senior Software Support Specialist role or equivalent systems knowledge and IT analyst experience.
• Bachelor's degree in a 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 out‑of‑the‑box thinking.
• 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, Power Shell, JavaScript) is a plus.
• Scripting knowledge (e.g., Python, Bash, Power Shell) for automation and log parsing.
• Understanding of networking concepts and protocols (HTTP/S, DNS, FTP, etc.).
• Experience with ticketing systems (e.g., Zendesk, Service Now, Jira).
• Exposure to containerized environments (e.g., Docker, ECS, or EKS).
• Ability to travel is preferred.

Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

Salary will generally fall between $65,300 - $75,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

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