Job description

As a Developer Analyst I, you will work with the Problem Management team in the middle tier support of RealPage products. You will develop a deep understanding of the inner workings of the products, perform technical analysis and communicate findings to customers and the Product Support or Product Engineering teams. The Problem Management team is the Tier3 escalation layer of complicated product issues from Product Support. This team is a key liaison between Product Support and Product Engineering. We investigate issues to determine if there is a workaround for the issue or if the issue needs to be escalated to Product Engineering as a defect. We also work to equip and provide enhanced product knowledge to the Product Support team as the need is presented.

Primary Responsibilities

Develop deep understanding of RealPage products.
Contribute new findings to the product Wiki for knowledge transfer and training of peers and Product Support
Administer Problem Management Escalation tickets in Salesforce.com
Perform data gathering/research for problem management escalations for a given product by:

Executing approved SQL queries
Executing basic API requests
Using in-application functionality to research issues

Document defects for promotion to Engineering
Adhere to Service Level Standard (SLS) for managing and resolving escalations

Required Knowledge/Skills/Abilities

Bachelor of Science Degree or work equivalent in a technical or analytical role.
Strong verbal and written communication skills (English) for both internal and external communications.
Proficiency with Microsoft Office Suite.
Basic knowledge of HTML, JavaScript, and CSS.
Ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach.
Excellent organization, troubleshooting, and communication skills.
Ability to manage multiple priorities and deadlines under pressure, work with limited direction and documentation, and thrive with uncertainty.
Strong commitment to customer satisfaction.

Preferred Knowledge/Skills/Abilities