Integration Support Engineer

Description

Responsibilities

• Integration Ticket Intake & Triage – Receive, review, categorize, prioritize, and document integration-related requests submitted by internal teams, external partners, clients, and third-party integrators. Validate required information and route or escalate requests as appropriate.
• First-Line Integration Troubleshooting – Investigate routine and moderately complex integration issues using established procedures, runbooks, logs, payloads, API responses, monitoring alerts, and known error patterns. Resolve issues within defined scope and escalate more complex issues when appropriate.
• Integration Monitoring & Operational Health – Monitor integration activity, API traffic, scheduled jobs, data transmission status, error patterns, and system health indicators. Perform initial investigation of alerts and document findings.
• Integrator & Partner Support – Assist integrators, partners, and client technical contacts with integration-related questions, failed submissions, validation issues, and routine troubleshooting while providing timely communication and updates.
• Implementation & Operational Support – Support defined integration activities including partner onboarding, configuration validation, environment setup, release support, client upgrade validation, and other operational tasks under established processes.
• Incident Support & Escalation – Support incident response by gathering information, documenting impact, reviewing logs and alerts, performing initial troubleshooting, and escalating issues to Integration Engineers or other technical teams when necessary.
• Documentation & Reporting – Maintain accurate ticket documentation, troubleshooting notes, runbooks, knowledge base articles, operational records, and integration status reporting.
• Compliance & Data Integrity – Support secure, reliable, and accurate transmission of data while following Tyler security standards, operational procedures, and applicable compliance requirements.
• Continuous Improvement Support – Identify recurring issues, documentation gaps, manual processes, and monitoring opportunities. Recommend improvements that enhance operational efficiency and reduce recurring support effort.
• Cross-Functional Collaboration – Collaborate with Integration Engineers, Developer Experience Engineers, Technical Program Managers, Product Managers, Technical Support, Infrastructure, Security, and other Tyler teams to maintain stable and reliable integration services.

Qualifications

Education:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent combination of education and experience.
• Technical coursework or certifications in cloud platforms, APIs, integration technologies, or IT service management are preferred.
• Preferred certifications include AWS Certified Cloud Practitioner, ITIL Foundation, or similar foundational technical certifications.

Experience:

• 1–3 years of experience in technical support, application support, integration support, systems support, cloud operations, or a related technical role.
• Experience working with REST APIs, SOAP APIs, JSON, XML, SQL, or similar integration technologies.
• Experience using ticketing systems, monitoring tools, and troubleshooting technical issues.
• Experience documenting technical issues and communicating with customers or technical stakeholders.
• Exposure to AWS services, SQL Server Management Studio, monitoring platforms, or logging tools is preferred.

Special Skills:

• Strong analytical and troubleshooting skills.
• Foundational understanding of REST APIs, SOAP APIs, JSON, XML, HTTP, authentication methods, and data transmission concepts.
• Ability to review logs, payloads, monitoring alerts, and technical documentation to investigate issues.
• Familiarity with SQL Server Management Studio or similar database tools.
• Familiarity with AWS, CloudWatch, Splunk, Datadog, or comparable monitoring and logging platforms.
• Strong written and verbal communication skills with the ability to communicate technical information clearly.
• Strong organizational skills with the ability to manage multiple support requests and priorities.
• Ability to follow documented processes while exercising sound judgment regarding escalation.
• Customer-focused mindset with a commitment to operational excellence and continuous learning.
• Demonstrated initiative in identifying opportunities to improve documentation, monitoring, and team processes.