Summary

The Problem Management team is the escalation layer of complicated product issues from Product Support. This team is a key liaison between Product Support and Product Engineering. We investigates the 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.

As a Developer Analyst I, you will work with the Problem Management team in the middle tier support of Consumer products. You will develop a deep understanding of the innerworkings of the products, perform deep technical analysis and communicate findings to the Product Support or Product Engineering teams. This position will report to the Manager of the respective Problem Management team.

Primary Responsibilities

• Develop deep understanding of RealPage Consumer products.
• Contribute new findings to the Consumer Problem Management Wiki for knowledge transfer and training of peers and Product Support
• Perform root cause analysis of case escalations from Product Support for a given product by:
• executing/analyzing SQL queries
• exercising/analyzing API requests
• evaluating patterns of behavior of the software
• Document defects for promotion to engineering.
  
  

Required Knowledge/Skills/Abilities

• Bachelor of Science Degree or work equivalent in a technical or analytical role
• Basic SQL skills
• the ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach
• the ability to conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment
  
  
  

Preferred Knowledge/Skills/Abilities

• Bachelor of Science Degree or work equivalent in a technical or analytical role
• Basic SQL skills
• Basic knowledge of testing API calls
• The ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach Internal Use
• the ability to conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment