Product Support Specialist

Location Key Tower - 127 Public Square Business We know that a “one-size-fits-all” approach doesn’t work when it comes to residential living. That’s why, at Brookfield Properties, our portfolio features a wide range of options for any stage of life. Our properties offer unparalleled quality, service, and support for residents. Job Overview The Product Support Specialist provides day‑to‑day operational and technical support for property management and resident-facing technology platforms. The role troubleshoots system issues, resolves support requests, documents solutions, and coordinates with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences. Position Summary The Product Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents. This position identifies product issues, escalates defects, improves documentation, and supports product adoption across the organization. Key Responsibilities Job Function #1: Ticket Triage & Issue Resolution (40%) Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams) Diagnose and troubleshoot technical issues across property management platforms Reproduce issues and collect logs, screenshots, and replication steps Classify severity, impact, and priority to ensure timely resolution Job Function #2: Cross-Functional Collaboration & Escalation (20%) Escalate defects to Product and Engineering teams Track bug lifecycle and validate fixes Partner with internal teams to ensure timely resolution of complex issues Provide feedback to improve product functionality and stability Job Function #3: Customer Support & Communication (20%) Provide first-line configuration and onboarding support for property teams and residents Communicate status updates, workarounds, and timelines to stakeholders Deliver high-quality customer service in a fast‑paced environment Manage multiple requests while maintaining responsiveness Job Function #4: Documentation & Knowledge Management (10%) Maintain and update knowledge base articles, runbooks, and FAQs Document recurring issues and solutions Support creation of internal documentation and troubleshooting guides Job Function #5: Product Release Support & Training (10%) Participate in product release validation and post‑release monitoring Identify regressions or system issues after deployments Assist with training materials, quick reference guides, and enablement sessions Education An undergraduate (Bachelor) degree in Computer Science, Engineering, or a related field is required. Five to seven years of relative work experience may offset the minimum educational requirement. Experience 3–4 years: Product or Application Support 1–2 years: Property Management Technology Support (e.g., Yardi Site, Salesforce, MRI, or similar platforms) 1–2 years: Technology Support and Customer Service 1–2 years: Telephony Management Compensation Commensurate with experience $57,900 – $81,165 annually Benefits Full benefits package Generous paid time off 401(k) with company match Growth and advancement opportunities Work Model The Cleveland corporate office follows a hybrid model requiring employees to be in the office at least four days per week. Equal Opportunity Employer Brookfield Properties is an equal opportunity employer. Minorities, religions, sexes, protected veterans, disabilities, sexual orientations, gender identities, marital status, pregnancy, age, national origin, genetic information. Drug‑free workplace. #J-18808-Ljbffr