Tier 3 Product Support Specialist

RealManage

. Partner with Tier 2 product support specialists on complex, unclear, or high-impact issues .

Posted 9/29/2026full-timePlano • Texas • United StatesMid-LevelSenior💰 $60,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving skills with a focus on root cause analysis and effective communication between technical and non-technical teams. Proficient in user acceptance testing, documentation, and utilizing tools like Jira for issue tracking and resolution.

Highest-signal resume keywords

Technical Support ExperienceUser Acceptance TestingJira ProficiencySQL Querying SkillsAdvanced Spreadsheet Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisUser Acceptance TestingSQLHTMLCSSAPITroubleshootingData AnalysisDocumentationBug Triage

Soft Skills

Problem-SolvingCommunicationCollaborationCuriosityAdaptability

Tools & Technologies

JiraPostmanBrowser Developer ToolsAI Tools

Industry Keywords

SaaSWeb-Based ApplicationProperty ManagementAccounting SoftwareTechnical Support

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Partner with Tier 2 product support specialists on complex, unclear, or high-impact issues
Reproduce issues, test variables, and trace problems to their root cause
Determine whether issues are software defects, configuration or data issues, integration failures, or training gaps
Share troubleshooting methods and product knowledge with the support team
Create and maintain knowledge base articles, known-issue documentation, and troubleshooting guides
Participate in bug triage, sprint planning, and release reviews
Document defects in Jira with reproduction steps, expected versus actual behavior, environment details, affected users, and business impact
Work directly with engineers during investigations
Provide user context on new features and changes before release
Perform user acceptance and regression testing on fixes and releases
Relay engineering status, workarounds, and release details to support teams and users
Analyze ticket trends and user feedback to identify recurring pain points
Investigate issues using read-only database queries, application logs, browser developer tools, and API responses
Support enablement and onboarding teams with technical configuration and integration setup
Coordinate user communication with engineering during production incidents
Take on additional responsibilities and projects as needed

Requirements

What you’ll need

4+ years in technical support, quality assurance, or a related role for a SaaS or web-based application
A curious, investigative approach to problem-solving, with the persistence to find root causes rather than stop at workarounds
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
User acceptance or software testing experience
Advanced spreadsheet skills for data review and trend analysis
Excellent written and verbal communication skills, with the ability to explain technical issues to users and user needs to engineers
Comfortable working autonomously in a fast-paced environment with evolving requirements
Experience with AI tools a plus
Working knowledge of SQL for querying and validating data is a plus
Familiarity with HTML, CSS, browser developer tools, and APIs or JSON; experience with tools such as Postman is a plus
Experience in HOA, property management, or accounting software preferred
Bachelor's degree or equivalent combination of education and experience
Ability to sit for prolonged periods at a desk and work on a computer
Ability to occasionally stand, walk, bend, or reach as needed
Ability to lift or move objects up to 10–15 pounds
Manual dexterity to operate a computer keyboard, mouse, telephone, and other office equipment
Visual acuity to read printed materials, spreadsheets, and computer screens
Hearing and speech ability to communicate effectively in person, by phone, and in virtual meetings
Ability to work in a standard office environment with moderate noise levels
Ability to work a standard schedule, with occasional extended hours as required

Benefits

Comp & perks

Medical Insurance
Dental Insurance
Vision Insurance
Life and Disability Insurance
HSA (Required High-Deductible Medical Plan to be eligible)
FSA
Education Reimbursement
401K matching
Employee Assistance Program (EAP)
11 paid Holidays