Software Support Specialist - Data & Insights Solutions

Tyler Technologies; Denver (CO); Remote; USD 50,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Software Support Specialist to enhance client experiences with a cloud-based data platform. This role is pivotal in troubleshooting technical issues, supporting clients in data analysis, and collaborating with engineering teams. You will be a product expert, guiding users through challenges and improving documentation to bridge product gaps. If you're passionate about technology and client satisfaction, this opportunity allows you to make a significant impact while working in a flexible, remote environment.

Qualifications

• Understanding of technical concepts and database structures.
• Ability to explain technical concepts to diverse audiences.

Responsibilities

• Troubleshoot client-reported issues and provide solutions.
• Assist clients in data formatting for analysis and visualization.
• Maintain knowledge base content and documentation.

Skills

Technical Acumen

Problem-Solving Skills

SQL

Python

Communication Skills

Tools

ETL Pipelines

APIs

Job description

Software Support Specialist - Data & Insights Solutions

Unblocking stuck clients, solving technical problems with your teammates, turning chaos into order, and composing helpful responses to client questions are key aspects of this role. We are seeking diverse, high-performing team members to work with clients on a cloud-based data platform supporting government data-sharing programs.

Why this job is important

Support Specialists serve as product experts and technical advisors to users of Tyler data platforms, including public members, government data workers, and internal teams. Your day may involve troubleshooting via Slack, collaborating with engineering, conducting diagnostics, and supporting live training sessions. You will take a strategic, consultative approach to creating solutions, improving documentation, and bridging product gaps to enable clients to run effective data programs and build trust in our platform.

Location

Remote

Responsibilities

1. Deep dive into client-reported issues to identify workarounds and test solutions.
2. Troubleshoot data and technical issues, including ETL pipelines and schemas.
3. Assist clients in data formatting for analysis and visualization.
4. Participate in meetings to leverage product expertise for use case development.
5. Help clients develop solutions using platform APIs and programming languages.
6. Maintain and develop knowledge base content and documentation.
7. Use knowledge base content to educate clients and identify reusable content opportunities.
8. Provide Tier II support for Data & Insights solutions and collaborate with other divisions.

Qualifications

You possess technical acumen and a desire to learn:

• Understanding technical concepts and problems.
• Proficiency with online applications and quick learning of new technologies.
• Knowledge of web development principles and troubleshooting queries (SQL, Python a plus).
• Understanding of data concepts and database structures.

You are a skilled communicator and investigator:

• Ability to explain technical concepts to diverse audiences.
• Effective communication with stakeholders and management.
• Ownership mindset and problem-solving skills.

You have a positive attitude and work ethic:

• Self-starter, accountable, and collaborative.
• Passionate about learning and client satisfaction.

Logistical requirements include flexible shifts supporting multiple time zones, including early or late shifts between 6am and 6pm Pacific. A background check (Public Trust: Moderate) is required due to access to high-compliance systems.