Software Support Analyst, Civil Process

Tyler Technologies, Inc.; Troy (MI); On-site; USD 65,300 - 75,000; Full time

Benefits offered by this job

Competitive benefits for health and financial wellness

Job summary

A leading technology services company seeks a Software Support Analyst to handle escalated technical issues and provide in-depth support and troubleshooting. The candidate should have a minimum of 2 years of experience, excellent problem-solving skills, and a background in Windows OS and AWS. Responsibilities include diagnosing complex issues, collaborating with development teams, and improving service delivery. This position offers a salary range of $65,300–$75,000, inclusive of performance incentives.

Qualifications

• Minimum of 2 years of experience in a Senior Software Support position.
• Ability to solve complex issues effectively and timely.
• Strong decision making and organizational skills.

Responsibilities

• Manage escalated technical issues and perform in-depth troubleshooting.
• Collaborate with other teams to resolve client problems.
• Provide high level diagnosis for unresolved issues.

Skills

Technical issue diagnosis

Excellent communication skills

Time management

Problem solving

Organizational skills

Understanding of Windows operating systems

APIs and web services troubleshooting

Scripting knowledge

Networking concepts

Education

Bachelor’s degree in a related field

Tools

Zendesk

ServiceNow

Jira

SQL Server

MySQL

Oracle

AWS

Docker

Job description

Software Support Analyst is responsible for handling escalated technical issues, performing in‑depth troubleshooting, and collaborating with development and other teams to resolve complex customer problems for Tyler clients and employees. The role fosters the advancement of product knowledge and client service skills within the team.

Location

Troy, Michigan

Travel

10‑25%

Responsibilities

• 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 escalate unresolved issues.
• Utilize logs, debugging tools, and monitoring platforms to analyze issues.
• Responsibly communicates 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.
• Leverage observability tools (e.g., CloudWatch, Datadog, Prometheus, Grafana, ELK stack, New Relic) to monitor system health, detect anomalies, and identify root causes.
• Maintain and improve observability setups for AWS‑based systems and applications.
• Analyze system logs, application traces, and metrics to diagnose performance issues or errors in production environments.
• Work closely with DevOps and development teams to improve monitoring dashboards, alerts, and incident response processes.
• Provide support for AWS cloud infrastructure, including services like EC2, ECS, Lambda, RDS, S3, CloudFormation, 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. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti‑Harassment policies.

Qualifications

• A minimum of 2 years of experience required in a Senior Software Support Specialist position, or in a position which demonstrates systems knowledge and IT analyst experience.
• Bachelor’s degree in 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 thinking out of the box.
• 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, PowerShell, JavaScript) is a plus.
• Scripting knowledge (e.g., Python, Bash, PowerShell) for automation and log parsing.
• Understanding of networking concepts and protocols (HTTP/S, DNS, FTP, etc.).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Exposure to containerized environments (e.g., Docker, ECS, or EKS).
• Ability to travel preferred.

State‑Specific Salary Range Disclosure Requirements

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

Benefits

Your health and well‑being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. 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.

Equal Opportunity Employment

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 [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.