Integration Support Engineer

Responsibilities

• Receive, review, categorize, prioritize, and document integration-related requests.
• Validate required information and route or escalate requests as appropriate.
• 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.
• Monitor integration activity, API traffic, scheduled jobs, data transmission status, error patterns, and system health indicators.
• Perform initial investigation of alerts and document findings.
• Aid integrators, partners, and client technical contacts with integration-related questions, failed submissions, validation issues, and routine troubleshooting.
• Support defined integration activities including partner onboarding, configuration validation, environment setup, release support, client upgrade validation, and other operational tasks under established processes.
• 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.
• Maintain accurate ticket documentation, troubleshooting notes, runbooks, knowledge base articles, operational records, and integration status reporting.
• Support secure, reliable, and accurate transmission of data while following Tyler security standards, operational procedures, and applicable compliance requirements.
• Identify recurring issues, documentation gaps, manual processes, and monitoring opportunities. Recommend improvements that enhance operational efficiency and reduce recurring support effort.
• 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

• 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.
• 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.