Tier 3 Product Support Specialist (PTX9282026)

RealManage, LLC; Plano (TX); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer support

Bug triage

Technical documentation

Jira

Testing

Cross-functional collaboration

Tools

Jira

Database querying

Browser dev tools

APIs

Jobbeschreibung

Imagine working for a dynamic, technology-driven HOA management company that is rapidly expanding, offering abundant opportunities for career advancement, and fostering a company culture that genuinely supports its team members.

RealManage has earned the prestigious Certified™ recognition from Great Place to Work®, a global authority on workplace culture, employee experience, and leadership excellence. This accolade is a testament to the positive feedback from our employees about their RealManage experience.

At RealManage, we deeply value your professionalism and dedication. We are dedicated to ensuring your long-term career success and consider you not just an employee, but a valued member of our family.

Join us at RealManage and be part of a thriving environment where growth, innovation, and supportive teamwork define our everyday operations.

Company Overview

RealManage is a prominent national firm recognized on the Inc. 5000 list, operating across 16 states + Washington DC and serving a diverse array of clients including homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. Our client base also includes nationally renowned developer and builder clients.

Ranked among the top firms in the community management industry (#3 out of 5,000+), RealManage distinguishes itself by delivering exceptional solutions at competitive prices. We leverage cutting-edge cloud-based technologies and mobile apps, supported by industry-leading practices and a highly skilled workforce.

Our mission at RealManage is to offer comprehensive and innovative solutions that consistently surpass customer expectations. We prioritize transparency and visibility in all client interactions, continuously measuring our performance to achieve rapid improvement. We foster a workplace culture that promotes professionalism, encourages growth, and embraces diversity. By maintaining financial strength and focusing on continual innovation, we aim to lead the industry with pioneering advancements.

Join RealManage and contribute to a company dedicated to excellence, innovation, and delivering unparalleled service in community management.

RealManage is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.

The Tier 3 Product Support Specialist is the connection between the people who use our software and the people who build it. Rather than working a separate queue, this role works alongside Product Support Coordinators on complex or unclear issues and alongside Software and Business Engineers throughout the development cycle. The Specialist digs into how the product actually behaves, brings the user's perspective into engineering conversations, and brings engineering context back to the support team and users. This role reports to the Software and Product Support Manager.

Responsibilities

Working with the Support Team

• 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.

Working with Engineering

• Serve as a regular participant in engineering conversations such as bug triage, sprint planning, and release reviews, representing user impact and priorities.
• Document defects in Jira with reproduction steps, expected versus actual behavior, environment details, affected users, and business impact, and work directly with engineers as they investigate.
• Provide user context on new features and changes before release, identifying likely confusion, workflow issues, or support impact.
• Perform user acceptance and regression testing on fixes and releases.
• Relay engineering status, workarounds, and release details back to the support team and users in plain language.

Improving the Product

• Analyze ticket trends and user feedback to identify recurring pain points and bring them to the Product team and Support Manager with supporting data and recommendations.
• Investigate issues using available tools such as read-only database queries, application logs, browser developer tools, and API responses.
• Support enablement and onboarding teams with technical configuration and integration setup.
• Act as the support point of contact during production incidents, coordinating user communication with engineering.
• Take on additional responsibilities and projects as needed.