Hiring: Developer Analyst II Company: Realpage Location: Richardson, TX Job Posted Time: 2026-09-10 12:09:36 Target Skills & Keywords : Microsoft Excel, Product Management, REST, Root Cause Analysis, SQL, SaaS, Salesforce About the job Experience: •5 years of experience in technical support, product operations, or a related role, preferably supporting SaaS or enterprise software products. Required Skills: •Resolve complex Tier 3 escalations for assigned RealPage products by performing advanced root cause analysis using SQL queries, API diagnostics, log analysis, and behavioral pattern evaluation. •Take ownership of specific product areas or troubleshooting domains within the Problem Management team, developing deep expertise that supports consistent, high-quality resolution outcomes. •Document product defects with technical precision and sufficient detail for Engineering review, ensuring clarity of reproduction steps, impact assessment, and supporting data. •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. •Partner cross-functionally 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. Qualifications: •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. •Excellent written and verbal communication skills, including the ability to document complex technical findings clearly for both technical and non-technical audiences. •Demonstrated capacity 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. •Operational familiarity with SaaS product architecture, integration patterns, or middleware technologies. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!