Customer Support Engineer – Revenue Management

RealPage, Inc.; Richardson (TX); Remote; USD 69,000 - 118,000; Full time

Job summary

A leading company in the multifamily real estate technology sector is seeking a Developer Analyst II. In this role, you will provide advanced technical support for Revenue Management products, engaging directly with customers to resolve complex issues. You will develop a deep understanding of the products and collaborate with various teams to enhance customer satisfaction. This position offers a dynamic work environment with opportunities for professional growth.

Qualifications

• 3-4 years of technical customer service experience.
• Strong desire to learn and adapt to new product knowledge.

Responsibilities

• Provide customer-centric troubleshooting and guidance for technical issues.
• Collaborate with stakeholders to ensure effective issue resolution.

Skills

Technical Customer Service

SQL

API Calls

Communication

Data Analytics

Education

Bachelor’s Degree

Tools

Microsoft Office Suite

Salesforce

Job description

Job Category: Engineering

Requisition Number: DEVEL007948

Apply now

• Posted : May 15, 2025
• Full-Time
• Remote
• Salary Range : $69,200 USD to $117,800 USD

Locations

Showing 1 location

US Remote

Description

ABOUT THE TEAM

The Problem Management team acts as the escalation point for complex product issues originating from customers through Product Support. Serving as a vital link between Product Support and Product Engineering, we investigate issues to identify solutions or feasible workarounds and document and escalate defects to Product Engineering when necessary. Additionally, we aim to enhance the Product Support team's capabilities by providing advanced product knowledge and troubleshooting guidance.

WHAT YOU’LL DO

As a Developer Analyst II on the Problem Management team, you will provide middle-tier customer support for RealPage’s Revenue Management products and solutions. In this role, you will develop a comprehensive understanding of these products' inner workings and engage directly with customers to perform in-depth technical analyses. Your findings will be communicated to the Product Support or Product Engineering teams to ensure effective issue resolution. This position reports to the Manager/Director of the Problem Management team.

PRIMARY RESPONSIBILITIES

• Develop a deep understanding of RealPage products and solutions
• Provide customer-centric troubleshooting and guidance for advanced technical issues through chat, email, and phone interactions
• Leverage understanding of the industry, a customer’s portfolio of products, and their business processes to deliver a personalized approach
• Collaborate with internal and external stakeholders to ensure efficient and effective resolution of issues
• Contribute new findings to the Consumer Problem Management Wiki for knowledge transfer and training of peers and Product Support
• Perform root cause analysis of case escalations from Product Support for a given product by evaluating patterns of software behavior, thoroughly documenting issues and customer interactions, and escalating as necessary
• Perform additional duties as required

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Tech-savvy professional with 3-4 years of technical customer service experience, fluent in multifamily real estate technologies; proficient in managing customer expectations and resolving complaints
• Bachelor’s degree or equivalent in a technical or analytical role
• Strong technical knowledge with experience in SQL and API calls
• Excellent communication skills, with the ability to explain complex topics clearly and coherently
• Experience in root cause analysis and providing actionable solutions using data analytics and technical expertise
• Strong desire to learn and adapt to new product knowledge and changes
• Proficiency in Microsoft Office Suite and CRM software such as Salesforce
• Highly organized, self-motivated, and able to work flexible hours, including occasional overtime
• Ability to sit or stand for extended periods

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• Advanced knowledge of the multifamily SaaS industry and third-party integrations
• Experience with RealPage Revenue Management products preferred
• Additional SQL certifications are a plus
• Analytical mindset and positive attitude towards new challenges
• Familiarity with current technologies like desktop sharing, cloud services, CRM, and VoIP

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.