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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 3 Product Support Specialist (PTX9282026) - **Company:** RealManage - **Location:** Plano, TX, United States - **Experience:** Experienced - **Salary:** $60,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Testing (Software), HTML, Application Programming Interfaces (APIs), Artificial Intelligence, JIRA, Software Bug Management, Cascading Style Sheets (CSS), Spreadsheets, Software as a Service, Configuration Management, Data Validation, Database Queries, Programming Tools, Issue Tracking Systems, JSON, Scrum Methodology, Regression Testing, Standard Sql, Web Applications, Postman, Bug Reporting, 3-tier Architectures - **Published:** September 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e3d1b0fc47a782fa ## About the Role * 4+ years in technical support, quality assurance, or a related role for a SaaS or web-based application. * A curious, investigative approach to problem-solving, with the persistence to find root causes rather than stop at workarounds. * Demonstrated ability to work across teams and build trust with both technical and non-technical colleagues. * Hands-on experience with Jira or another ticket tracking system. * User acceptance or software testing experience. * Advanced spreadsheet skills for data review and trend analysis. * Excellent written and verbal communication skills, with the ability to explain technical issues to users and user needs to engineers. * Comfortable working autonomously in a fast-paced environment with evolving requirements. * Experience with AI tools a plus. * Working knowledge of SQL for querying and validating data is a plus * Familiarity with HTML, CSS, browser developer tools, and APIs or JSON; experience with tools such as Postman is a plus. * Experience in HOA, property management, or accounting software preferred. * Bachelor's degree or equivalent combination of education and experience., * Ability to sit for prolonged periods at a desk and work on a computer. * Ability to occasionally stand, walk, bend, or reach as needed. * Ability to lift or move objects up to 10-15 pounds (e.g., files, office supplies). * Manual dexterity to operate a computer keyboard, mouse, telephone, and other office equipment. * Visual acuity to read printed materials, spreadsheets, and computer screens. * Hearing and speech ability to communicate effectively in person, by phone, and in virtual meetings. * Ability to work in a standard office environment with moderate noise levels. * Ability to work a standard schedule, with occasional extended hours as required. ## Description 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 with engineers as they investigate. * Provide user context on new features and changes before release, identifying likely confusion, workflow issues, or support impact. * Perform user acceptance and regression testing on fixes and releases. * Relay engineering status, workarounds, and release details back to the support team and users in plain language. Improving the Product * Analyze ticket trends and user feedback to identify recurring pain points and bring them to the Product team and Support Manager with supporting data and recommendations. * Investigate issues using available tools such as read-only database queries, application logs, browser developer tools, and API responses. * Support enablement and onboarding teams with technical configuration and integration setup. * Act as the support point of contact during production incidents, coordinating user communication with engineering. * Take on additional responsibilities and projects as needed., * Engineers understand user impact without needing to ask for it. * Defects are documented clearly enough that engineering can act on them quickly. * Recurring issues are identified and addressed before they become widespread. * The support team resolves more complex issues on their own over time. * Releases create fewer surprises for users and support.