Problem Management Analyst II — Root-Cause Escalations Expert

Socket.dev; Richardson (TX); On-site; USD 56,000 - 96,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plan with company 4

Paid time off and holidays

Professional development opportunities

Performance-based bonus

Job summary

RealPage is seeking an experienced Developer Analyst II to resolve complex escalations and drive resolution across Support, Product Management, and Engineering. You will analyze root causes using SQL, REST APIs, and log data, author precise defect docs, and mentor junior analysts in troubleshooting techniques.

In this role focused on the LOFT portfolio, you will collaborate with frontline teams to ensure high-quality resolutions, maintain thorough documentation, and contribute to team knowledge

Qualifications

• Bachelor's degree or equivalent in a technical, analytical, or business field.
• 4–5 years of experience in technical support, product operations, or a related role.
• Strong root cause analysis abilities using data analysis, product knowledge, and judgment.
• Intermediate to advanced SQL skills for issue investigation and data validation.
• Experience with REST APIs and reading API documentation for diagnostics.
• Excellent written and verbal communication, capable of documenting findings clearly.

Responsibilities

• Resolve complex Tier 3 escalations via advanced root cause analysis using SQL, API diagnostics, log analysis.
• Own product areas within Problem Management and develop deep domain expertise.
• Document defects with precision for Engineering review, including reproduction steps and data.
• Analyze escalation trends to identify recurring issues and share insights with leadership.
• Manage escalation tickets in Salesforce with thorough case history and customer communications.
• Contribute to knowledge base with troubleshooting guides and SOPs.
• Mentor junior analysts in troubleshooting techniques and product workflows.
• Coordinate defect resolution with Support, PM, and Engineering and ensure clear customer communication.
• Deliver training and product knowledge updates; assist team enablement activities.
• Maintain case volume and documentation quality while balancing priorities in a fast-paced environment.

Skills

SQL

REST APIs

Root Cause Analysis

Documentation

Communication

Organization

Mentoring

Salesforce

Education

Bachelor's degree or equivalent in technical/analytical/business

Tools

Salesforce

Job description

RealPage is seeking an experienced Developer Analyst II to resolve complex escalations and drive resolution across Support, Product Management, and Engineering. You will analyze root causes using SQL, REST APIs, and log data, author precise defect docs, and mentor junior analysts in troubleshooting techniques.

In this role focused on the LOFT portfolio, you will collaborate with frontline teams to ensure high-quality resolutions, maintain thorough documentation, and contribute to team knowledge