Developer Analyst II

Overview

The Problem Management team resolves complex product issues, serving as the critical link between Support, Product Management, and Engineering. We investigate, diagnose, and resolve issues, document defects with precision, and continuously strengthen the broader support organization through knowledge sharing. We serve customers by bringing clarity, confidence, and technical credibility when it matters most.

The Developer Analyst II is an experienced technical role, well-suited for analysts who have demonstrated strong foundational skills and are ready to take on deeper ownership within specific product or functional domains. In this role, you will conduct advanced toot cause analysis, mentor junior analysts, contribute to knowledge resources, and collaborate with frontline Support, Product Management, and Engineering to drive resolution of complex escalations.

You will work with great autonomy while continuing to develop specialized expertise across Real Page’s SaaS platforms. This role is focused on Real Page’s Unified Platform, a connected cloud system that brings together property management software, single sign-on user access, and data.

PRIMARY RESPONSIBILITIES

• Resolve complex Tier 3 escalations for assigned Real Page products by performing advanced root cause analysis using SQL queries, API diagnostics, log analysis, and behavioral pattern evaluation.
• Take ownership of specific product areas or troubleshooting domains within the Problem Management team, developing deep expertise that supports consistent, high-quality resolution outcomes.
• Document product defects with technical precision and sufficient detail for Engineering review, ensuring clarity of reproduction steps, impact assessment, and supporting data.
• Analyze escalation trends within assigned product areas to identify recurring issues, systemic gaps, and patterns; share insights with senior analysts and management.
• Administer escalation tickets in Salesforce with discipline, maintaining accurate case history, customer-facing communications, and resolution documentation in compliance with SLS requirements.
• Contribute substantively to the team's knowledge base by authoring and updating technical troubleshooting guides, workaround documentation, and product-specific SOPs.
• Provide peer mentoring and knowledge-sharing to junior team members on troubleshooting techniques, case documentation standards, and product workflows.
• Collaborate with frontline Support, Product Management, and Engineering to coordinate defect resolution, manage escalation workflows, and ensure consistent customer communication throughout the lifecycle of complex cases.
• Deliver or contribute to internal training sessions, product knowledge updates, or team enablement activities as assigned.
• Maintain accountability for assigned case volume, SLS adherence, and documentation quality while balancing competing priorities in a fast-paced escalation environment.

QUALIFICATIONS

Required:

• Bachelor's degree or equivalent experience in a technical, analytical, or business field.
• 4–5 years of experience in technical support, product operations, or a related role, preferably supporting SaaS or enterprise software products.
• Demonstrated ability to perform root cause analysis and develop actionable, customer-ready solutions using data analysis, product knowledge, and sound technical judgment.
• Intermediate to advanced SQL skills, with the ability to construct and interpret queries for issue investigation and data validation.
• Experience with REST APIs, including reading API documentation and executing API requests for diagnostic purposes.
• Excellent written and verbal communication skills, including the ability to document complex technical findings…