Software Support Specialist – Client Success

Tyler Technologies, Inc.; Plano (TX); On-site; USD 52,000 - 69,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Software Support Specialist to be the primary point of contact for clients and provide expert technical assistance, troubleshooting, and issue resolution.

You will document client interactions, identify recurring problems, and collaborate with internal teams to drive improvements and client satisfaction. The role emphasizes maintaining knowledge of Tyler products, delivering accurate solutions, and supporting product adoption and retention.

Qualifications

• Bachelor's degree in a related field and at least 5 years of related experience or an equivalent combination.
• Experience in customer support, technical support, or a software-related role.
• Experience supporting complex software applications.
• Experience working with remote collaboration tools and distributed teams.
• Solid understanding of database structures, including fields, tables, views, and database objects.
• Experience with relational databases or SQL preferred.
• Familiarity with the .NET framework, HTML, XSL, XML, or related technologies a plus.
• Proficiency with Microsoft Office Suite.
• Ability to travel up to 10% if required.

Responsibilities

• Serve as the primary point of contact for clients requiring technical support for Tyler Technologies software products.
• Provide timely and professional responses to client inquiries via phone, email, chat, and other channels.
• Troubleshoot, diagnose, and resolve a wide range of software issues, escalating as needed.
• Document all client communications, steps taken, and resolutions in the ticketing system.
• Maintain up-to-date knowledge of Tyler products and procedures to deliver high-quality support.
• Collaborate with teammates, product specialists, and developers to improve the support experience.
• Identify trends in client-reported issues and report potential enhancements to internal teams.
• Participate in training and professional development to strengthen technical and customer service skills.
• Uphold Tyler’s commitment to outstanding service, contributing to satisfaction and product adoption.

Skills

Customer service

Technical support

Software troubleshooting

SQL

Database concepts

Communication

Analytical thinking

Adaptability

Team collaboration

Education

Bachelor’s degree in a related field

Tools

.NET framework

HTML

XSL

XML

Microsoft Office

DevOps awareness

Job description

Tyler Technologies, Inc. is seeking a Software Support Specialist to be the primary point of contact for clients and provide expert technical assistance, troubleshooting, and issue resolution.

You will document client interactions, identify recurring problems, and collaborate with internal teams to drive improvements and client satisfaction. The role emphasizes maintaining knowledge of Tyler products, delivering accurate solutions, and supporting product adoption and retention.