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: •Operational familiarity with SaaS product architecture, integration patterns, or middleware technologies. •Exposure to DevOps practices, software development workflows, or working closely with Product Management and Engineering teams. 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!