New

Software Support Analyst

Tyler Technologies
United States, Texas, Plano
Apr 29, 2025
Software Support Analyst Apply Online The Sr. Software Support Analyst is considered the technical expert within Tyler Technologies when it comes to consulting and support of integrations with E-filing Manager. As such this position has a significant impact upon the success of all existing and future e-Filing engagements and related revenue. The ability to provide exceptional service will shape the market's opinions of our products, services and company. As a member of the team - the Sr Support Analyst is responsible primarily for working with integration partners and where necessary, escalating issues to the appropriate individuals within the eSolutions development organization. The System Analyst is responsible for providing consulting and support services to clients and vendorsintegration partners for the purposes of building, implementing and maintaining integrations with the E-Filing Manager as well as other eSolutions owned software. Integration partners include: EFSPs (E-Filing Service Providers) CMS Vendors Integration partners (Court Clerk Case Management Systems) Courts County IT Other teams within Tyler NOTE: This is a hybrid position that requires the candidate to be in the Plano, TX office 3x a week. The incumbent must be available to work a shift between 7 AM and 7 PM, Monday thru Friday; additionally, works occasional after-hours or on-call shifts for support or scheduled installations. Although this is not a developer position, a software development background is helpful. Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer. Location Plano, Texas Travel 0-5% Responsibilities Provides technical guidance to integration partnersregarding systems, networking, and security requirements. Maintain proficiency with the configuration and use of the EFM as it is updated and extended in concert with the Tyler eFiling platform Maintain proficient knowledge of the EFM APIs and associated messages to provide analyst and developer level guidance to integration partners seeking to build an integration. Triage and escalate Tyler defects to developers and QA, collaborate to identify workarounds and solutions, and articulate go-forward plans Conducts and participate in webinars and meetings with integration partners. Anticipate and mitigate issues that integration partners might encounter. Document and communicate assigned work and progress to immediate support team and management. Supports and diagnoses support incidents. Communicate problems or issues in a timely manner. Reports on vendor status and associated roadblocks or risks. Performs vendor technical certifications. Participates in requirements discussions with the EFM development team. Reviews and contributes to API documentation. Produces and maintains internal support documentation. Works with internal and external customers on resolving complex technical issues. Works with filer and clerk reviewer support staff on analysis, diagnostics and resolution of issues. Perform other job-related duties and responsibilities as may be assigned from time to time. 0-5% business travel. Qualifications BS/BA degree in related field or equivalent experience is required Demonstrated knowledge of software development practices, computer science theory, and understanding of relevant technologies. Demonstrate ability to work effectively in a strong customer service/team-oriented environment. Demonstrate excellent partnering, communicating, and negotiating skills to guide integration partners as they build and support their integration and to communicate effectively with internal and external development and support groups. Examples of positions that are "points of entry" for this position include but are not limited to: Application Support Engineer Implementation Specialist Developer Conversion Developer Professional work experience with the following technologies: Highly Preferred: Working knowledge of networking and related infrastructure SQL Server XML/XSD JSON Preferred: API experience SOAP Web Services/SOAPUI RESTful Web Services Microsoft.Net / C# (or similar high-level language) (preferred) or Linux administration Desired PowerShell Scripting Programming 2-4 years' experience working in a customer-facing role. Ability to work well both independently and within a team environment. Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills. Great Place to Work & Grow Your Career Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades. 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. Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler. Apply Online Requisition Number:2025-6572 #LI-Hybrid #LI-SB1 Tyler Technologies is 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 jobs@tylertech.com 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.