SaaS Problem Analyst II: Root-Cause Expert

RealPage, Inc.; 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

Paid time off and holidays.

Professional development opportunities

Performance-based bonus

Job summary

RealPage, Inc. is seeking a Developer Analyst II to join the Problem Management team. You will tackle complex escalations using SQL, API diagnostics, and log analysis while owning specialized product domains within LOFT.

You will mentor junior analysts, contribute to knowledge resources, and collaborate with Support, Product Management, and Engineering to drive resolution. This role focuses on RealPage's LOFT portfolio, providing an integrated renter journey from leasing to moving and living.

Qualifications

• Bachelor's degree or equivalent experience in a technical, analytical, or business field.
• 4–5 years of experience in technical support, product operations, or a related role, preferably supporting SaaS or enterprise software products.
• Demonstrated ability to perform root cause analysis and develop actionable, customer-ready solutions using data analysis, product knowledge, and sound technical judgment.
• Intermediate to advanced SQL skills, with the ability to construct and interpret queries for issue investigation and data validation.
• Experience with REST APIs, including reading API documentation and executing API requests for diagnostic purposes.
• Excellent written and verbal communication skills, including the ability to document complex technical findings clearly for both technical and non-technical audiences.
• Ability to conduct structured root cause analysis across product, data, integration, and configuration issue types.
• Strong organizational skills with the ability to manage multiple escalations simultaneously, prioritize effectively, and escalate appropriately.
• Demonstrated commitment to documentation quality, knowledge transfer, and team enablement.
• Consultative communication approach, able to translate complex technical findings into clear guidance for support teams and customers.
• Preferred: Experience with Salesforce or similar enterprise CRM/case management platforms.

Responsibilities

• Resolve complex Tier 3 escalations for assigned RealPage products by performing advanced root cause analysis using SQL queries, API diagnostics, log analysis, and behavioral pattern evaluation.
• Take ownership of specific product areas or troubleshooting domains within the Problem Management team, developing deep expertise that supports consistent, high-quality resolution outcomes.
• Document product defects with technical precision and sufficient detail for Engineering review, ensuring clarity of reproduction steps, impact assessment, and supporting data.
• Analyze escalation trends within assigned product areas to identify recurring issues, systemic gaps, and patterns; share insights with senior analysts and management.
• Administer escalation tickets in Salesforce with discipline, maintaining accurate case history, customer-facing communications, and resolution documentation in compliance with SLS requirements.
• Contribute substantively to the team's knowledge base by authoring and updating technical troubleshooting guides, workaround documentation, and product-specific SOPs.
• Provide peer mentoring and knowledge-sharing to junior team members on troubleshooting techniques, case documentation standards, and product workflows.
• Collaborate with frontline Support, Product Management, and Engineering to coordinate defect resolution, manage escalation workflows, and ensure consistent customer communication throughout the lifecycle of complex cases.
• Deliver or contribute to internal training sessions, product knowledge updates, or team enablement activities as assigned.
• Maintain accountability for assigned case volume, SLS adherence, and documentation quality while balancing competing priorities in a fast-paced escalation environment.

Skills

SQL

APIs

Root cause analysis

Communication

SaaS knowledge

Data analysis

Education

Bachelor's degree or equivalent

Tools

Salesforce

Power BI

Excel

Job description

RealPage, Inc. is seeking a Developer Analyst II to join the Problem Management team. You will tackle complex escalations using SQL, API diagnostics, and log analysis while owning specialized product domains within LOFT.

You will mentor junior analysts, contribute to knowledge resources, and collaborate with Support, Product Management, and Engineering to drive resolution. This role focuses on RealPage's LOFT portfolio, providing an integrated renter journey from leasing to moving and living.