Analyze escalation trends within assigned product areas to identify recurring issues, systemic gaps, and patterns; share insights with senior analysts and management.
Administer escalation tickets in Salesforce with discipline, maintaining accurate case history, customer-facing communications, and resolution documentation in compliance with SLS requirements.
Contribute substantively to the team's knowledge base by authoring and updating technical troubleshooting guides, workaround documentation, and product-specific SOPs.
Provide peer mentoring and knowledge-sharing to junior team members on troubleshooting techniques, case documentation standards, and product workflows.
Collaborate with frontline Support, Product Management, and Engineering to coordinate defect resolution, manage escalation workflows, and ensure consistent customer communication throughout the lifecycle of complex cases.
Deliver or contribute to internal training sessions, product knowledge updates, or team enablement activities as assigned.
Maintain accountability for assigned case volume, SLS adherence, and documentation quality while balancing competing priorities in a fast-paced escalation environment.
Qualifications
Required
Bachelor's degree or equivalent experience in a technical, analytical, or business field.
4–5 years of experience in technical support, product operations, or a related role, preferably supporting SaaS or enterprise software products.
Demonstrated ability to perform root cause analysis and develop actionable, customer-ready solutions using data analysis, product knowledge, and sound technical judgment.
Intermediate to advanced SQL skills, with the ability to construct and interpret queries for issue investigation and data validation.
Experience with REST APIs, including reading API documentation and executing API requests for diagnostic purposes.
Excellent written and verbal communication skills, including the ability to document complex technical findings clearly for both technical and non-technical audiences.
KNOWLEDGE/SKILLS/ABILITIES
Required
Ability to conduct structured root cause analysis across product, data, integration, and configuration issue types.
Strong organizational skills with the ability to manage multiple escalations simultaneously, prioritize effectively, and escalate appropriately.
Demonstrated commitment to documentation quality, knowledge transfer, and team enablement.
Consultative communication approach, able to translate complex technical findings into clear guidance for support teams and customers.
Preferred
Experience with Salesforce or similar enterprise CRM/case management platforms.
Familiarity with SaaS product architecture, integration patterns, or middleware technologies.
Experience contributing to or maintaining technical documentation, SOPs, or knowledge base content.
Exposure to DevOps practices, software development workflows, or working closely with Product Management and Engineering teams.
Experience with data analysis or reporting tools (e.g., Excel, Power BI) to support trend analysis and stakeholder communication.
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Physical Demands and Working Conditions
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.
SALARY AND BENEFITS RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
Health, dental, and vision insurance.
Retirement savings plan with company match.
Paid time off and holidays.
Professional development opportunities.
Performance-based bonus based on position.
Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance. Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.
Pay Range
USD $70,700.00 - USD $120,300.00 /Yr.
