Software Support Specialist
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In this role, you will support Tyler Technologies' Tyler Fire & EMS product, a cloud-based software platform built for first responders and designed specifically for Fire and EMS data collection, incident reporting, and records management. This mission-critical solution helps public safety agencies capture, manage, and access the information they need to serve their communities.
As a Software Support Specialist, you will be part of a highly collaborative team that serves as the primary connection between our customers, product experts, and development organization. Your mission is to deliver an exceptional customer experience by investigating, diagnosing, and resolving software issues while helping Fire and EMS agencies get the most value from their Tyler Fire & EMS solution.
Responsibilities
Provide high-quality customer support through Tyler's web portal, chat, and phone channels.
Investigate, troubleshoot, and resolve customer issues related to application functionality, data, configuration, integrations, and mobile device usage.
Take ownership of technical incidents and drive issues to resolution while keeping customers informed throughout the process.
Replicate customer-reported issues to support diagnosis, documentation, and escalation when needed.
Coordinate with product and development teams on escalated or complex customer issues.
Guide customers on product functionality and best practices to help them use Tyler Fire & EMS effectively.
Use Tyler's CRM and support tools to create, update, track, and document customer issues.
Create and maintain support documentation, knowledge base articles, and internal reference materials.
Continue building product knowledge and technical skills to support a fast-moving SaaS and cloud-based product environment.
Demonstrate a commitment to providing an exceptional experience for our customers.
Maintain readiness to learn new technologies at lightning speed.
Perform other duties as assigned.
Qualifications
Bachelor's degree preferred, or equivalent related experience.
3+ years of software support experience required.
Experience supporting SaaS or cloud-based software products preferred.
Strong customer service skills with a commitment to clear, professional, and timely communication.
Effective troubleshooting, problem-solving, and analytical skills.
Public safety, Fire, EMS, incident reporting, records management, or emergency services experience preferred.
Ability to manage multiple customer issues while maintaining attention to detail and follow-through.
Experience supporting Windows environments and mobile applications or devices.
Familiarity with Jira, CRM systems, and remote support tools preferred.
Strong written and verbal communication skills.
Ability to work collaboratively with support, product, and development teams.
Hybrid work arrangement.
Location
Troy, Michigan
Travel
0-5%
State-Specific Salary Range Disclosure Requirements
Salary will generally fall between $52,000 - $65,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.
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.
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Requisition Number:2026-9159
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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 [email protected] 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.
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.
