Senior Tier-3 Product Support Specialist

RealManage, LLC; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

RealManage, LLC is seeking a Tier 3 Product Support Specialist to bridge the gap between users and engineering. You will work with Support Coordinators, Software and Business Engineers, reproducing issues and guiding resolution.

You will document defects in Jira, provide context on new features, perform acceptance testing, and help maintain knowledge bases to empower the support team and users alike.

Qualifications

• Experience in software product support or engineering context is preferred.
• Ability to reproduce issues and identify root causes across systems.
• Strong written and verbal communication for cross-functional teams.

Responsibilities

• Partner with Tier 2 support and engineering on complex issues.
• Reproduce issues, test variables, and trace root causes.
• Document defects in Jira with clear steps and impact.
• Provide user context on new features and changes before release.
• Perform user acceptance and regression testing on fixes.
• Create and maintain knowledge base articles and guides.

Skills

Customer support

Bug triage

Technical documentation

Jira

Testing

Cross-functional collaboration

Tools

Jira

Database querying

Browser dev tools

APIs

Job description

RealManage, LLC is seeking a Tier 3 Product Support Specialist to bridge the gap between users and engineering. You will work with Support Coordinators, Software and Business Engineers, reproducing issues and guiding resolution.

You will document defects in Jira, provide context on new features, perform acceptance testing, and help maintain knowledge bases to empower the support team and users alike.