Product Financial Support Specialist

Brookfield Properties•Cleveland, OH

3d•$57,900 - $81,165•Hybrid

About The Position

The Product Financial Support Specialist provides day-to-day end-user and operational support for our various property management technologies. This role troubleshoots product issues with a focus on financial workflows, documents and resolves customer tickets (internal and external), and escalates product defects to Engineering or Product Management. The Product Support Specialist ensures accurate processing of payments, billing, and financial transactions, while helping maintain documentation and onboarding materials related to financial products and processes. They work closely with Product, Engineering, and Operations teams to ensure high availability, compliance, and quality of product experience for residents, property teams, and financial operations.

Requirements

Undergraduate (Bachelor) Degree
3-4 Years: Product support, technical support, or operations role (SaaS or enterprise product experience preferred), with exposure to financial workflows, accounting processes, or transaction analysis required
1-2 Years: Strong analytical skills with the ability to interpret financial data, identify patterns, and provide actionable insights preferred
1-2 Years: Proven troubleshooting skills and experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and ability to perform efficient diagnostics, including financial transaction or billing issues preferred

Nice To Haves

SaaS or enterprise product experience preferred
Strong analytical skills with the ability to interpret financial data, identify patterns, and provide actionable insights preferred
Proven troubleshooting skills and experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and ability to perform efficient diagnostics, including financial transaction or billing issues preferred

Responsibilities

Manage Product Support Operations (25%) Triage, investigate, and resolve product support tickets across multiple channels (ticketing system, email, phone, Teams), providing first-line configuration and onboarding assistance to property teams and residents.
Diagnose and Escalate Product Issues (25%) Reproduce issues, collect logs and screenshots, document steps to reproduce, classify severity and impact, and work with Product and Engineering teams to escalate defects, track the bug lifecycle, and validate fixes.
Coordinate Cross-Functional Issue Resolution (25%) Lead triage discussions with Product and Engineering to prioritize customer-impacting issues, drive root cause analysis, and ensure timely resolution aligned with roadmap priorities and SLA commitments while communicating updates to customers and internal stakeholders.
Support Product Quality and Knowledge Enablement (25%) Participate in release validation and post-release monitoring to identify regressions, maintain support documentation (knowledge base articles, runbooks, FAQs), and assist in creating training materials and internal enablement resources.