Senior Software Support Specialist - Data & Insights Solutions

TYLER TECHNOLOGIES INC

Seattle, WA(remote)

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Analysis Skills, Application Programming Interface (API), Cloud Computing, Customer Support/Service, Customer Training, Data Analysis, Data Formats, Data Visualization, Database Extract Transform and Load (ETL), Documentation, Federal Laws and Regulations, Government, Identify Issues, Knowledge Base, Performance Management, Problem Solving Skills, Product Documentation, Product Support, Programming Languages, Research Skills, Software Administration, Solution Sales, State Laws and Regulations, Training/Teaching

LOCATION

Seattle, WA

POSTED

30+ days ago

Senior Software Support Specialist - Data & Insights Solutions
Apply Online
Unblocking stuck clients and internal partners. Solving weird and interesting technical problems with your teammates. Turning chaos into order. Composing elegantly written and helpful responses to questions and skillfully documenting them for your colleagues so everyone can benefit for the next one.

These are just a few of the things that make our Software Support Specialists truly remarkable. And we are looking for additional members of this diverse, high-performing team to work closely with clients using a cloud-based data-as-a-service platform, supporting data analytics and reporting solutions at every level of government.

Are you nodding and thinking this is exactly what you want to be doing? If so, we should talk!

Why is this job important?

Our Support Specialists are product experts and technical advisors to anyone who uses, manages, or supports Tyler data platforms, from data workers and leaders at government agencies to internal partners across other Tyler divisions and within our own.

Imagine a day in the role:

During your daily ticket intake shift, you screen and triage all incoming tickets, scanning for themes and issues-such as a platform outage requiring prompt escalation. Today there are no major fires, but you receive a murky ticket from another internal division that will require some extra legwork; the internal channel partner has a client problem they aren't sure how to troubleshoot, and you'll gather information, analyze which team is responsible, and reroute. You also spend time scoping a technical ticket from an implementer who needs help constructing a query that will accomplish their reporting goals.

After your intake shift, you spend a few hours heads down on these and other thorny tickets. You jump into Teams for a real-time diagnostic conversation with engineering to troubleshoot the root cause of a unique client issue. After driving for the clarity you need, you synthesize the input into crisp guidance that you know will push this complex ticket forward toward an expedient resolution and a delighted client. You often respond in writing on the ticket, but this time you choose to hop on the phone so you can field the client's follow-up questions in real time. That's your judgment call in this role; you're responsible for your ticket outcomes and determining the best path to get there. You have another tricky ticket in mind that isn't quite ready to bring to engineering yet; first, you plan to workshop some initial investigatory ideas for it with your trusted teammates at today's team standup. Later, you'll be supporting a live course for a large client; you'll field questions so that the trainer can maintain their rhythm.

In your work, you are consultative and strategic -- whether you're creating an "extract, transform, load" (ETL) solution to automate a client's data workflow or proactively addressing gaps in our documentation. You take a big-picture approach in seeking operational opportunities to help your team scale, while zooming back in to overcome technical blockers. You're a linchpin, bridging knowledge gaps so implementation and support teams across Tyler can help their clients get the most out of our analytics solutions.

Work with our transformative data solutions that help agencies address mission-critical outcomes. Our cloud-based data platform, open data solutions, and performance management solutions help agencies improve performance, transparency, and public engagement.
Location
Remote | Seattle, Washington
Responsibilities
In a typical week, you will:

Deep dive on client-reported blockers to identify workarounds and test technical solutions that meet client goals
Troubleshoot technical and data-centric issues, including ETL pipelines and data schemas to help clients understand and solve their business problems
Work with clients to shape and format data for data analysis and visualizations
Participate in client and internal meetings where you leverage your product expertise to inform decisions and solutions
Help clients develop creative solutions by leveraging platform APIs with various programming languages
Curate and maintain a broad and best-in-class knowledge base; partner with product owners to develop documentation for product releases
Leverage knowledge base articles to "teach clients how to fish", and identify opportunities for reusable content
Provide Tier II support for D&I data solutions sold, managed, and supported by other divisions. Engage with personnel of other Tyler divisions to problem-solve for issues and knowledge gaps in the rollout and administration of those solutions.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.

About the Company

TYLER TECHNOLOGIES INC

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