Software Support Specialist

Tyler Technologies, Inc.; Orono (ME); On-site; USD 52,000 - 66,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Software Support Specialist based in Orono, Maine. In this role, you will provide essential support by troubleshooting software issues and guiding clients on product functionality. Successful candidates will have at least a Bachelor's degree, strong interpersonal skills, and a passion for problem-solving. Knowledge of SQL and previous experience in software support are advantageous. The position offers a salary range of $52,000 to $66,000, depending on geographic differences.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Previous experience in a software support position is a plus.
• Knowledge of Tyler Technologies software is a plus.
• Experience with Finance, Payroll, or Utility Management is a plus.
• Excellent written and verbal communication skills.
• Experience working with relational databases or SQL is preferred.

Responsibilities

• Troubleshoots and resolves clients' online and phone inquiries regarding software issues.
• Uses and programs SQL to resolve basic to moderate issues.
• Provides training to client end-users.
• Contributes to the company knowledge library and/or Tyler Community.
• Communicates professionally and clearly with clients and coworkers.

Skills

Interpersonal skills

Problem-solving

Organizational skills

Analytical ability

SQL

Education

Bachelor's degree in a related field

Tools

Microsoft Office

Job description

As a Software Support Specialist, you’ll provide basic-level support by researching and troubleshooting software issues, guiding clients on product functionality, and resolving straightforward concerns. You’ll develop your skills through data analysis, collaborative testing, and effective communication—while continually expanding your knowledge of Tyler’s products and tools.

Key Competencies

• Financial, Payroll, or Utility Management background
• Strong desire to work with a team that has common goals
• Passion for helping clients and building rapport
• Desire to work in a fast‑paced environment where every day offers diverse questions
• Aptitude for problem solving and thinking out‑of‑the‑box

Location

Troy, Michigan

Travel

0‑5%

Responsibilities

• Troubleshoots and resolves clients’ online and phone inquiries regarding software issues, while providing excellent customer service.
• Uses and programs SQL to resolve basic to moderate issues.
• Communicates responsibly to all parties involved in issue resolution to meet and manage client expectations.
• Uses Tyler’s client management system to create, track, and/or update details on client issue(s).
• Collaborates on client issues with the development team for resolution as needed.
• Commits to expanding technology skills and knowledge of Tyler products.
• Assists in establishing issue priorities to ensure a timely and effective response and solution.
• Works on critical, highly complex customer problems that may span multiple applications and environments.
• Provides training to client end‑users.
• Contributes to the company knowledge library and/or Tyler Community.
• Participates in User Group meetings and Tyler’s Annual Conference.
• Communicates professionally, clearly, and appropriately with clients and coworkers.
• Maintains an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
• Works effectively independently and within a team‑oriented environment.
• Provides limited hardware and operating system support.
• Demonstrates awareness of and adherence to company policies as outlined in the Employee Handbook, including safety, equal employment opportunity, business ethics, and anti‑harassment policies.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Previous experience in a software support position, or in a role that demonstrates systems knowledge and experience, is a plus.
• Experience with Finance, Payroll, or Utility Management is a plus.
• Knowledge of Tyler Technologies software is a plus.
• Excellent interpersonal skills.
• Effective decision‑making and problem‑solving skills involving troubleshooting basic to moderate issues.
• Strong organizational skills.
• Effective analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Basic knowledge and understanding of database structures, including fields, tables, views, and database objects.
• Experience working with relational databases or SQL is preferred.
• Knowledgeable with Microsoft Office.
• 5% travel.

State‑Specific Salary Range Disclosure Requirements

Salary will generally fall between $52,000 - $66,000 before adjustment for geographic differences. Recruiter can confirm if the position is incentive eligible.

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.