Product Support Specialist (Developer Analyst I)

G5 - Richardson, TX

Full-time - Entry Level

Remote - Richardson, TX

Insurance Carriers and Related Activities

About the position

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.

Responsibilities

• Develop deep understanding of RealPage products.
• Contribute new findings to the product Wiki for knowledge transfer and training of peers and Product Support.
• Administer Problem Management Escalation tickets in Salesforce.com.
• Perform data gathering/research for problem management escalations for a given product by executing approved SQL queries.
• Execute basic API requests.
• Use in-application functionality to research issues.
• Document defects for promotion to Engineering.
• Adhere to Service Level Standard (SLS) for managing and resolving escalations.

Requirements

• Bachelor of Science Degree or work equivalent in a technical or analytical role.
• Strong verbal and written communication skills (English) for both internal and external communications.
• Proficiency with Microsoft Office Suite.
• Basic knowledge of HTML, JavaScript, and CSS.
• Ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach.
• Excellent organization, troubleshooting, and communication skills.
• Ability to manage multiple priorities and deadlines under pressure, work with limited direction and documentation, and thrive with uncertainty.
• Strong commitment to customer satisfaction.

Nice-to-haves

• Basic understanding of SQL.
• Basic knowledge of APIs.
• Experience using Salesforce.com.
• Experience with product support and issue resolution.