Tier 2 SaaS Product Support Engineer

RealManage, LLC; Plano (TX); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

HSA

FSA

Education Reimbursement

401K matching

Employee Assistance Program

11 paid Holidays

Job summary

RealManage is seeking a Tier 2 Product Support Specialist in Plano, TX to serve as the bridge between users and engineering. You will reproduce issues, determine root causes, document steps, and contribute to a growing knowledge base while collaborating with front-office staff and the development team.

Ideal candidates have 2+ years in technical SaaS support, strong communication, and experience with Jira. HOA or property-management software background is preferred.

Qualifications

• 2+ years in technical support, QA, or related SaaS role.
• Curious, investigative problem solving with root-causes focus.
• Experience with Jira or similar ticketing system; AI tools a plus.

Responsibilities

• Reproduce issues, identify root causes, and document steps for resolution.
• Collaborate with engineering on defects, fixes, and troubleshooting steps.
• Create and maintain knowledge base articles and troubleshooting guides.
• Assist training for front-office staff on the CiraNet platform and Front-Office processes.

Skills

Technical support

Problem solving

Cross-functional collaboration

Communication

Autonomy

Education

Bachelor's degree or equivalent

Tools

Jira

AI tools

Job description

RealManage is seeking a Tier 2 Product Support Specialist in Plano, TX to serve as the bridge between users and engineering. You will reproduce issues, determine root causes, document steps, and contribute to a growing knowledge base while collaborating with front-office staff and the development team.

Ideal candidates have 2+ years in technical SaaS support, strong communication, and experience with Jira. HOA or property-management software background is preferred.