G5 - Richardson, TX
posted 2 months ago
As a Developer Analyst I, you will play a crucial role in the Problem Management team, focusing on middle-tier support for RealPage products. This position requires you to develop a comprehensive understanding of the products, enabling you to perform technical analyses and effectively communicate your findings to both customers and the Product Support or Product Engineering teams. The Problem Management team serves as the Tier 3 escalation layer for complex product issues that arise from Product Support, acting as a vital link between Product Support and Product Engineering. Your responsibilities will include investigating issues to determine whether a workaround exists or if the issue should be escalated to Product Engineering as a defect. Additionally, you will be tasked with enhancing the product knowledge of the Product Support team as needed. In this role, you will be expected to contribute to the product Wiki, ensuring that new findings are documented for knowledge transfer and training purposes. You will also administer Problem Management Escalation tickets using Salesforce.com, perform data gathering and research for escalations, execute approved SQL queries, and make basic API requests. Your ability to document defects for promotion to Engineering will be essential, as will your adherence to Service Level Standards (SLS) for managing and resolving escalations. This position is fully remote, allowing you to work from anywhere in the US while contributing to a dynamic team focused on problem resolution and customer satisfaction.