Senior Tier-3 SaaS Product Support Specialist

RealManage, LLC; Plano (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life and Disability Insurance

HSA (High-Deductible Plan)

FSA

Education Reimbursement

401K matching

Employee Assistance Program (EAP)

11 paid Holidays

Job summary

RealManage is seeking a Tier 3 Product Support Specialist to bridge the gap between users and engineering. You will work with Tier 2 support on complex issues, reproduce problems, and document defects with clear steps and business impact.

You will collaborate with engineering to plan releases, perform QA testing, and provide user context on new features. The role requires a proactive, detail-oriented communicator in a fast-paced HOA software environment.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 4+ years in technical support, quality assurance, or a related role for a SaaS or web-based application.
• Demonstrated ability to work across teams and build trust with both technical and non-technical colleagues.
• Hands-on experience with Jira or another ticket tracking system.
• Experience with SQL for querying and validating data is a plus.

Responsibilities

• Partner with Tier 2 product support specialists on complex, unclear, or high-impact issues, investigating together rather than taking over the ticket.
• Dig into how the product behaves by reproducing issues, testing variables, and tracing problems to their root cause.
• Help determine whether an issue is a software defect, a configuration or data issue, an integration failure, or a training gap.
• Share troubleshooting methods and product knowledge so the whole team can solve harder problems over time.
• Create and maintain knowledge base articles, known-issue documentation, and troubleshooting guides.

Skills

Communication

Cross-team collaboration

Analytical thinking

Jira

SQL

Postman

HTML/CSS basics

AI tools

Attention to detail

Education

Bachelor's degree or equivalent

Tools

Jira

Postman

Job description

RealManage is seeking a Tier 3 Product Support Specialist to bridge the gap between users and engineering. You will work with Tier 2 support on complex issues, reproduce problems, and document defects with clear steps and business impact.

You will collaborate with engineering to plan releases, perform QA testing, and provide user context on new features. The role requires a proactive, detail-oriented communicator in a fast-paced HOA software environment.