Tier 2 Product Support Specialist (PTX9282026)

RealManage•Plano, TX

2d•$50,000 - $80,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

Working with the Support Team: 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.
Working with the Front-Office staff: Work 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 Engineering: 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 end users in plain language.
Improving the Product: 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. 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.