Production Support Engineer

Rental Beast, Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in the real estate technology space seeks a Production Support Engineer to resolve complex data and SaaS issues. This role involves diagnosing customer problems, enhancing cross-team communication, and utilizing SQL to ensure optimal platform performance. Ideal candidates will have strong technical skills and a commitment to customer satisfaction.

Qualifications

• 4+ years as a Production Support Engineer in SaaS.
• Experience with SQL and data analysis.
• Strong problem-solving and communication skills.

Responsibilities

• Investigate and troubleshoot data, UI, and SaaS issues.
• Perform root cause analysis and triage defects.
• Enhance documentation and communication for better support.

Skills

Problem Solving

SQL

Customer-Centric Communication

Data Analysis

Technical Skills

Education

Bachelor's degree in Computer Science

Tools

Postman

MySQL

Job description

A passionate problem solver who will investigate, reproduce, and diagnose complex data, UI, and SaaS configuration issues to improve our customer experience.

Job Responsibilities

The mission of the technology team is to move ideas from vision to deployed business capability with high quality, scalability, and timely delivery, wrapped in a repeatable and predictable workflow, using as much reliable automation as possible. We focus on selecting the most suitable technologies and tools for the job and applying them in optimal configurations to achieve our business goals.

Our tech team is small, versatile, and highly skilled: everyone is involved with, and critical to, projects that have major business impact.

We are currently seeking a data-centric, Production Support Engineer who is highly motivated and self-driven. Please note: this is NOT a network support, desktop support, DevOps, Site Reliability, or server administration position.

• Investigate, reproduce, and diagnose complex data, UI, and SaaS configuration issues affecting our customers. Passion for solving tough technical problems and recommending improvements to products and processes is essential.
• Take ownership of case escalations from the Client Services Support team, triaging them to determine if they are platform defects, SaaS configuration issues, or related to training. Ability to dig into SQL data and SaaS configurations related to specific customer issues is highly valuable.
• Perform root cause analysis to triage defects, especially concerning data and platform configurations.
• Enhance documentation, processes, and communication between customer-facing teams and the product/software engineering teams, focusing on customer configurations, data ingestion, and portal usage.
• Provide timely information to customer-facing teams to improve overall customer satisfaction.

Job Requirements

• Bachelor's degree in Computer Science, MIS, or an equivalent field.
• At least 4 years of experience as a Production Support Engineer in a commercial software or SaaS environment.
• Experience in the real estate, property rentals, or MLS industries.
• Over 3 years of experience with SQL, preferably MySQL.
• Experience analyzing large data sets for troubleshooting and support purposes.
• API development experience using tools like Postman.
• Ability to read and analyze logs for troubleshooting.
• Customer-centric communication and problem-solving skills.
• Experience working in a SaaS environment requiring high availability and 24/7 support.
• Curiosity and willingness to learn continually.
• Team-oriented attitude focused on collective success.
• Proactive collaboration across time zones with professionalism, tact, and resolve.
• Strong technical skills, persistence, patience, and clear communication.

Rental Beast is a proud partner of the REALTOR Benefits Program.