Tier 2 Product Support Specialist; PTX

# Tier 2 Product Support Specialist (PTX
9282026)
Plano, TX 75093## Overview Salary Range $50,000.00 - $80,000.00 Salary Position Type Full TimeCategoryITSW## Description Imagine working for a dynamic, technology-driven HOA management company that is rapidly expanding, offering abundant opportunities for career advancement, and fostering a company culture that genuinely supports its team members.

Real Manage has earned the prestigious Certified TM recognition from
** Great Place to Work**, a global authority on workplace culture, employee experience, and leadership excellence. This accolade is a testament to the positive feedback from our employees about their Real Manage experience.

At Real Manage, we deeply value your professionalism and dedication. We are dedicated to ensuring your long-term career success and consider you not just an employee, but a valued member of our family.

Join us at Real Manage and be part of a thriving environment where growth, innovation, and supportive teamwork define our everyday operations.
** Company Overview:
** Real Manage 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+), Real Manage 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 Real Manage 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 Real Manage and contribute to a company dedicated to excellence, innovation, and delivering unparalleled service in community management.

Real Manage is a values-based company with the following values as our guiding principles:
* ** Integrity:
** we always do the right thing.
* ** Respect:
** for our customers, employees and company; mutual respect is the cornerstone for every Real Manage 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 Real Manage, we are always getting better.

The Tier 2 Product Support Specialist is the connection between the people who use our software and the people who build it. This role works with field staff on issues and alongside Software and Business Engineers throughout the development cycle. The Specialist digs into how the product actually behaves, brings the user's perspective into engineering conversations, and brings engineering context back to the support team and users.
** Responsibilities:
***** Working with the Support Team
**** 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 the Front-Office staff
*** Work with users to identify whether reported issues are a system issue or training issue.
* Provide training as needed for new front-office staff on the Cira Net platform and Front-Office processes.
*** 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…