Developer Analyst II

This is a fully remote position, open to applicants in Texas.

📋 Description

• Address intricate Tier 3 escalations for designated RealPage products through advanced root cause analysis, SQL queries, API diagnostics, log examination, and behavior pattern assessment.

• Take ownership of particular product areas or troubleshooting domains and cultivate in-depth knowledge.

• Record product defects for Engineering assessment, including reproduction instructions, impact evaluation, and supporting data.

• Examine escalation patterns to pinpoint recurring issues, systemic vulnerabilities, and trends.

• Manage escalation tickets in Salesforce, ensuring case history, customer communication, and resolution documentation align with SLS standards.

• Create and revise technical troubleshooting guides, workaround documentation, and product-specific Standard Operating Procedures (SOPs).

• Guide junior team members on troubleshooting methodologies, case documentation, and product workflows.

• Collaborate with Support, Product Management, and Engineering to facilitate defect resolution and escalation processes.

• Deliver or assist in internal training, product knowledge enhancements, and team development initiatives.

• Maintain responsibility for case volume, adherence to SLS, and the quality of documentation while managing competing priorities.

⛳️ Requirements

• Bachelor's degree or equivalent experience in a technical, analytical, or business discipline.

• 4–5 years of experience in technical support, product operations, or a related field, preferably with SaaS or enterprise software products.

• Proven ability to conduct root cause analysis and develop actionable, customer-ready solutions utilizing data analysis, product expertise, and sound technical judgment.

• Intermediate to advanced proficiency in SQL.

• Experience working with REST APIs, including interpreting API documentation and executing API requests for diagnostic purposes.

• Exceptional written and verbal communication skills.

• Capability to perform structured root cause analysis across product, data, integration, and configuration issue classifications.

• Strong organizational abilities to manage multiple escalations concurrently, prioritize effectively, and escalate when necessary.

• Demonstrated dedication to high-quality documentation, knowledge transfer, and team empowerment.

• Consultative communication style, able to clarify intricate technical findings into straightforward guidance for support teams and clients.

• Experience with Salesforce or comparable enterprise CRM/case management systems (preferred).

• Familiarity with SaaS product architecture, integration patterns, or middleware technologies (preferred).

• Experience contributing to or maintaining technical documentation, SOPs, or knowledge base entries (preferred).

• Exposure to DevOps practices, software development workflows, or collaboration with Product Management and Engineering teams (preferred).

• Experience using data analysis or reporting tools such as Excel or Power BI (preferred).

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonus contingent on position.

• Certain positions may qualify for an annual bonus and sales incentives.