The Senior Application Support Engineer provides advanced technical support for Tyler software products. This position is focused on analyzing source code to troubleshoot software, data, or configuration problems within Tyler applications according to technical specifications and system designs.
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

• Work with internal and external customers on resolving complex technical issues.
• Participate in diagnosing, analyzing and troubleshooting code, documenting and implementing functionally appropriate, technically sound, and well-integrated application systems.
• Assist Support Specialists, Implementation Specialists, and Project Managers in establishing issue priorities to ensure a timely and effective response and solution.
• Analyze and resolve customer issues, escalating to other departments as identified.
• Track and recognize knowledge opportunities to performs additional training as needed.
• Review business requirements documentation.
• Serve as escalation path for Technical Support Specialists, working on the most complex and/or urgent support incidents.
• Produce internal support documentation as needed.
• Coordinate Severity Incidents that need to go to Development
• Participate in the on-call rotation for 24/7 support model
• Act as a Point of Contact for client Go-Live events - may include onsite support
• Oversee special projects and efforts related to complex support problems
• Perform other job-related duties and responsibilities as may be assigned from time to time

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.
• Ability to work well both independently and within a team environment.
• Demonstrated ability to test or debug source code in reasonable time frames.
• Demonstrated basic understanding of product architecture and underlying technologies.

• Excellent interpersonal skills including verbal and written communication skills, teamwork, and customer service skills.

  Required

• .Net / C# (or similar high level language)

• SQL Server 2005/2008
• Ability to write and execute Microsoft SQL scripts
• VB Script, JavaScript, PHP, or similar scripting language

Desired

• Work with internal and external customers on resolving complex technical issues.
• Participate in diagnosing, analyzing and troubleshooting code, documenting and implementing functionally appropriate, technically sound, and well-integrated application systems.
• Assist Support Specialists, Implementation Specialists, and Project Managers in establishing issue priorities to ensure a timely and effective response and solution.
• Analyze and resolve customer issues, escalating to other departments as identified.
• Track and recognize knowledge opportunities to performs additional training as needed.
• Review business requirements documentation.
• Serve as escalation path for Technical Support Specialists, working on the most complex and/or urgent support incidents.
• Produce internal support documentation as needed.
• Coordinate Severity Incidents that need to go to Development
• Participate in the on-call rotation for 24/7 support model
• Act as a Point of Contact for client Go-Live events - may include onsite support
• Oversee special projects and efforts related to complex support problems
• Perform other job-related duties and responsibilities as may be assigned from time to tim