Software Support Specialist

Tyler Technologies; Pittsburgh (Allegheny County); On-site; USD 60,000 - 75,000; Full time

Job summary

Tyler Technologies in Pittsburgh, PA is seeking a Software Support Specialist to provide inbound support and deliver end-user training for our software solutions. You will troubleshoot issues, guide users through best practices, and lead live sessions via phone or Microsoft Teams.

The role emphasizes proactive engagement, using AI-assisted tools to improve response quality and workflow efficiency while ensuring alignment with company policies and client needs.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Experience leading live trainings or webinars.
• Strong ability to explain technical concepts clearly.
• Excellent presentation and facilitation in virtual environments.

Responsibilities

• Provide inbound support via phone, web, and email to resolve inquiries.
• Deliver structured training to end-users and lead live sessions.
• Use AI-assisted tools to enhance response quality and efficiency.
• Translate complex concepts into user-friendly guidance.
• Identify opportunities to optimize workflows and promote product adoption.
• Escalate issues to development when needed and document resolutions.

Skills

SaaS support

Technical troubleshooting

Training delivery

Communication

Presentation skills

Analytical thinking

Customer-focused

Team collaboration

Instructional design

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Teams

Office Suite

Job description

Overview

The Software Support Specialist plays a critical role in both client support and client education, ensuring customers resolve issues and gain confidence and proficiency in using our software solutions. This role combines technical troubleshooting with structured training and instructional delivery to drive product adoption, client satisfaction, and long-term success. It includes resolving client inquiries, delivering clear training to end-users, and leading live training sessions via phone or Microsoft Teams. The ideal candidate is comfortable troubleshooting software issues and leading trainings, with a focus on practical application of system functionality and best practices.

This role supports proactive client engagement by reviewing system usage and identifying opportunities for optimization and expanded product adoption. It also emphasizes leveraging AI-assisted tools to enhance efficiency, improve response quality, and streamline workflows, while considering how AI capabilities can be integrated into the product to improve processes and user experience.

Location

Pittsburgh, Pennsylvania

Travel

0-5%

Responsibilities

• Provide inbound phone, web, and email software support to resolve client inquiries and problems effectively and efficiently.
• Analyze data reports, forms, and application functionality to troubleshoot and resolve basic to moderate software issues.
• Utilize AI-powered support tools and internal knowledge systems to assist with issue resolution and improve response efficiency.
• Apply critical thinking when leveraging AI-generated insights to ensure accuracy and alignment with company policies and client needs.
• Identify opportunities to improve workflows and client support processes through effective use of automation and AI tools.
• Recognize patterns in support trends and recommend AI-driven enhancements or workflow improvements that could proactively reduce recurring issues.
• Communicate clearly and professionally with all parties involved to manage expectations and ensure positive client outcomes.
• Use the company's client management system to create, track, and document issue details and resolutions.
• Assist in establishing issue priorities to ensure timely and effective responses.
• Escalate client issues to development or technical teams when appropriate.
• Perform Quality Assurance testing for software updates or AI-enabled features to ensure proper functionality.
• Deliver engaging, structured training sessions to client end-users via phone, Microsoft Teams, or other virtual platforms.
• Translate technical concepts into clear, user-friendly instruction tailored to varying levels of technical proficiency.
• Lead live demonstrations of software functionality, guiding users through real-world scenarios and best practices.
• Assess client learning needs and adapt training approaches to support adult learners effectively.
• Reinforce system adoption by helping clients understand not just how to use the software, but why processes and best practices matter.
• Develop, enhance, and maintain training materials, documentation, job aids, and knowledge resources.
• Support onboarding of new clients by facilitating product orientation and foundational training sessions.
• Encourage client confidence, independence, and long-term product proficiency.
• Conduct periodic audits of client portals and system configurations to evaluate usage patterns, feature adoption, data integrity, and workflow alignment.
• Identify underutilized features, configuration gaps, or process inefficiencies and recommend practical solutions to optimize system performance.
• Proactively suggest additional capabilities, tools, automation features, or AI-enabled functionality that align with client goals and encourage expanded, more strategic use of the product.
• Provide clients with actionable recommendations that help them maximize the full value of the software and strengthen long-term engagement.

Qualifications

• Bachelor's degree in Education, Information Systems, Business, Communications, or related field preferred; equivalent experience considered.
• Strong background in client training, instructional delivery, or education strongly preferred.
• Experience leading live training sessions, workshops, or webinars preferred.
• Previous experience in software support, help desk, or SaaS environment preferred.
• Demonstrated ability to explain technical concepts in a clear, structured, and engaging manner.
• Excellent presentation and facilitation skills in virtual environments (Microsoft Teams or similar platforms).
• Strong interpersonal skills with the ability to build rapport and trust with clients.
• Effective decision-making, analytical, and problem-solving skills in a technical environment.
• Strong analytical ability to review system usage, identify optimization opportunities, and provide thoughtful recommendations.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Comfortable working with software applications, automation tools, and AI-assisted technologies.
• Ability to evaluate AI-generated information for accuracy and appropriateness.
• Forward-thinking mindset with interest in leveraging AI to improve workflows and product efficiency.
• Experience with Microsoft Office, including Teams.
• Ability to work independently while collaborating effectively within a team environment.
• Genuine desire to help clients succeed and grow in their use of technology.

Taking Care of You & Your Family

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. Learn more about how we care for our people.

We are 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.