Tier 2 Product Support Specialist

Tier 2 Product Support SpecialistPlano, TX 75093OverviewSalary Range $50,000.00 - $80,000.00 Salary Position Type Full Time Category ITSWDescriptionImagine 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 2 Product Support Specialist is the connection between the people who use our software and the people who build it. This role works with field staff on 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.ResponsibilitiesWorking with the Support TeamDig 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 the Front-Office staffWork with users to identify whether reported issues are a system issue or training issue.Provide training as needed for new front-office staff on the CiraNet platform and Front-Office processes.Working with EngineeringServe 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 end users in plain language.Improving the ProductAnalyze 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.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.QualificationsQualifications:2+ 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.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.Hands-on experience with Jira or another ticket tracking system a plus.Experience with AI tools a plus.Experience in HOA, property management, or accounting software preferred.Bachelor's degree or equivalent combination of education and experience.What Success Looks Like:Engineers understand user impact without needing to ask for it.Defects are documented clearly enough that engineering can act on them quickly.Recurring issues are identified and addressed before they become widespread.The support team resolves more complex issues on their own over time.Releases create fewer surprises for users and support.Physical RequirementsAbility 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 (e.g., files, office supplies).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.Pay and Benefits: $50,000 to $80,000, depending on education and experience.Benefits include:Medical InsuranceDental InsuranceVision InsuranceLife and Disability InsuranceHSA (Required High-Deductible Medical Plan to be eligible)FSAEducation Reimbursement401K matchingEmployee Assistance Program (EAP)11 paid Holidays