Tier 3 Product Support Specialist (PTX9282026)

RealManage•Plano, TX

1d•$60,000 - $90,000•Onsite

About The Position

Imagine 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. 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 3 Product Support Specialist is the connection between the people who use our software and the people who build it. Rather than working a separate queue, this role works alongside Product Support Coordinators on complex or unclear 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. This role reports to the Software and Product Support Manager.

Requirements

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.
Bachelor's degree or equivalent combination of education and experience.

Nice To Haves

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.

Responsibilities

Partner with Tier 2 product support specialists on complex, unclear, or high-impact issues, investigating together rather than taking over the ticket.
Dig 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.
Serve 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 the support team and users in plain language.
Analyze 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.
Investigate issues using available tools such as read-only database queries, application logs, browser developer tools, and API responses.
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.