Product Support Specialist
Job Description
The Product Support Specialist for Brookfield Properties provides day-to-day operational and technical support for property management and resident-facing technology platforms. This role is responsible for troubleshooting system issues, resolving support requests, documenting solutions, and coordinating with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences. The Product Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents. This position plays a key role in identifying product issues, escalating defects, improving documentation, and supporting product adoption across the organization.
Ticket Triage & Issue Resolution
- Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams)
- Diagnose and troubleshoot technical issues across property management platforms
- Reproduce issues and collect logs, screenshots, and replication steps
- Classify severity, impact, and priority to ensure timely resolution
Cross-Functional Collaboration & Escalation
- Escalate defects to Product and Engineering teams
- Track bug lifecycle and validate fixes
- Partner with internal teams to ensure timely resolution of complex issues
- Provide feedback to improve product functionality and stability
Customer Support & Communication
- Provide first-line configuration and onboarding support for property teams and residents
- Communicate status updates, workarounds, and timelines to stakeholders
- Deliver high-quality customer service in a fast-paced environment
- Manage multiple requests while maintaining responsiveness
Documentation & Knowledge Management
- Maintain and update knowledge base articles, runbooks, and FAQs
- Document recurring issues and solutions
- Support creation of internal documentation and troubleshooting guides
Product Release Support & Training
- Participate in product release validation and post-release monitoring
- Identify regressions or system issues after deployments
- Aid in training materials, quick reference guides, and enablement sessions
Education & Experience
- This position requires an Undergraduate (Bachelor) Degree in Computer Science, Engineering, or related field
- 5-7 Years of relative work experience could offset the minimum educational requirements
- Experience:
- 3-4 Years: Product or Application Support required
- 1-2 Years: Property Management Technology Support i.e. Yardi Site Support, Salesforce, MRI, or similar platforms preferred
- 1-2 Years: Technology Support and Customer Service preferred
- 1-2 Years: Telephony Management preferred
Compensation
Commensurate with Experience
$ 57,900 - 81,165 annually
Great Incentives!
About Brookfield Properties
To show how much we care, we offer awesome incentives that include:
- Full benefits package
- Generous paid time off
- 401(k) with company match
- Growth and advancement opportunities
The Cleveland corporate office follows a hybrid work model that requires employees to be in the corporate office at least four days per week to foster collaboration, innovation, and team celebration.
Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. Drug free workplace
We are proud to create a diverse environment and are proud to be an equal opportunity employer.
We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
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