Infrastructure Engineer

The Infrastructure Engineer is responsible for providing technical expertise in support of Tyler software products across various environments and technologies, such as public and private clouds, networking, servers, databases, and system performance.

• Supports, troubleshoots, and maintains systems for SaaS customers located in AWS Gov-Cloud and client-hosted (on-premise) environments.
• Works with internal and external clients with varying degrees of skillsets ranging from end-users to experienced IT teams to resolve highly complex, detailed and high priority server, system, and network technical issues.
• Maintains, monitors, and analyzes performance of system components.
• Develops system specifications, technical documentation, requirements, KB Articles.
• Prioritizes workload and resolution to meet service level agreements.
• Analyzes and resolves customer technical issues, escalating to other departments as identified.
• Participates in identifying and recommending technology solutions for clients.
• Works closely with software engineering and development teams on issue resolution and process improvement.
• Works on projects either independently or as part of a team.
• Performs other duties as assigned.

• Bachelor's degree in computer science, MIS, or equivalent experience.
• A minimum of ten years of relevant experience; previous experience as a Senior Technical Support Analyst with Tyler Technologies preferred.
• Proficient knowledge of MS servers, virtualization, data storage, networking.
• Working knowledge of SQL, software development lifecycles and PowerShell scripting.
• Excellent analytical, communication and client-facing customer service skills required.
• Ability to multi-task, works as part of a team, and develop and train staff.
• Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.
• Strong analytical and problem solving skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.