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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Specialist - **Company:** Tyler Technologies - **Location:** Latham, NY, United States - **Contract:** Permanent contract - **Skills:** Data Analysis, Databases, Relational Databases, Database Schema, Database Storage Structures, Programming Tools, Issue Tracking Systems, Microsoft Office, Software Tools, SQL Databases, Data Logging, Web Technologies - **Published:** September 30, 2026 - **Apply:** https://startup.jobs/software-support-specialist-tyler-technologies-10228917 ## About the Role * Previous experience required in a software support position, or in a position which demonstrates systems knowledge and experience 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, database objects, etc. * Experience working with relational databases or SQL preferred. * Knowledgeable with Microsoft Office * Knowledge and understanding of software development tools a plus. * Ability to travel preferred * Must be local to Latham, NY * Must be willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST ## Description Candidates must be local to Latham, NY, and willing to fill a shift that supports our clients between 6:00 am and 8:00 pm EST., * Provides inbound phone, web, or email software support to resolve complex technical client inquiries and problems effectively and efficiently * Analyzes data reports, forms, and web technologies * Uses and programs SQL to resolve basic to moderate issues * Responsibly communicates 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 the specifics of client issue(s) * Assist Implementation Specialists and Project Managers in establishing issue priorities to ensure a timely and effective response and solution * May assist with writing estimates for software modification specifications and documentation of support processes * May submit client issues to development team for resolution as needed. * Work on critical, highly complex customer problems that will spanning multiple applications and environments * Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required * May provide training to client end-users (typically via webinar) * 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 * Troubleshoot application deployments, recreate customer issues, and build proof of concept applications * Write and interpret configuration scripts for customer environments to install programs, configure logging, and modify configuration files * Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases * 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. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies * Participate in the achievement of subject level agreements * May participate in On Call coverage and may require shifts outside of normal business hours * Communicate professionally, clearly, and appropriately with clients and coworkers * Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients * Solve problems effectively in an ever-evolving environment * Demonstrate proficient knowledge of support processes, problem management tools and procedures * Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients' confidence in the organization * Maintain composure under pressure * Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications * Work effectively both independently and in a team-oriented environment * Assist other team members * Provide limited hardware and operating system support * Effectively utilize available resources * Accurately record all details and progress in incident tracking system(s) ## Related Videos - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Developers Communities in San Francisco - WeAreDevelopers LIVE from Corgi Cafe](https://www.wearedevelopers.com/videos/2144-developers-communities-in-san-francisco-wearedevelopers-live-from-corgi-cafe) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)