SaaS Product Support Specialist (Tier 2)

RealManage, LLC; Plano (TX); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life and Disability Insurance

HSA and FSA options

401K matching

Education Reimbursement

Paid Holidays

Job summary

RealManage is seeking a Tier 2 Product Support Specialist to bridge users and engineering. You will reproduce product issues, determine root causes, and contribute to knowledge bases.

You’ll also help front-office staff determine training needs and participate in engineering conversations about bugs and releases. You will document defects in Jira, provide user context for new features, and perform UAT and regression testing, ensuring clearer communication and faster resolutions for our HOA and

Qualifications

• 2+ years in technical support, QA, or related SaaS role.
• Ability to explain technical issues to users and collaborate with engineers.
• Experience with Jira or similar ticket-tracking systems.

Responsibilities

• Reproduce issues, test variables, and trace root causes with minimal guidance.
• Determine if issues are software defects, config/data issues, integrations, or training gaps.
• Create and maintain knowledge base articles and troubleshooting guides.
• Work with front-office staff to identify system vs training issues and provide training as needed.
• Engage with engineering in bug triage, sprint planning, and release reviews.
• Document defects with steps, expected vs. actual behavior, and environment details in Jira.
• Perform user acceptance and regression testing on fixes and releases.

Skills

Technical troubleshooting

Cross-functional collaboration

Clear communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Jira

Ticketing systems

AI tools

Job description

RealManage is seeking a Tier 2 Product Support Specialist to bridge users and engineering. You will reproduce product issues, determine root causes, and contribute to knowledge bases.

You’ll also help front-office staff determine training needs and participate in engineering conversations about bugs and releases. You will document defects in Jira, provide user context for new features, and perform UAT and regression testing, ensuring clearer communication and faster resolutions for our HOA and