Tier 3 Product Support Specialist (PTX9282026)

About the role

RealManage is a prominent national firm recognized on the Inc. 5000 list, operating across 16 states + Washington DC and serving a diverse array of clients including homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. Our client base also includes nationally renowned developer and builder clients. Ranked among the top firms in the community management industry (#3 out of 5,000+), RealManage distinguishes itself by delivering exceptional solutions at competitive prices. We leverage cutting-edge cloud-based technologies and mobile apps, supported by industry-leading practices and a highly skilled workforce. Our mission at RealManage is to offer comprehensive and innovative solutions that consistently surpass customer expectations. We prioritize transparency and visibility in all client interactions, continuously measuring our performance to achieve rapid improvement. We foster a workplace culture that promotes professionalism, encourages growth, and embraces diversity. By maintaining financial strength and focusing on continual innovation, we aim to lead the industry with pioneering advancements. Join RealManage and contribute to a company dedicated to excellence, innovation, and delivering unparalleled service in community management.

At RealManage, we are a values‑based company with the following guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.

Responsibilities

Working with the Support Team

• Partner with Tier 2 product support specialists on complex, unclear, or high-impact issues, investigating together rather than taking over the ticket.
• 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 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