Developer Analyst II
$56,100–$56,100 year
On-siteRichardson, Texas, United States
Job Summary
Resolve complex Tier 3 escalations for assigned RealPage 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, documenting defects with technical precision for Engineering review and analyzing escalation trends to identify recurring issues. Administer escalation tickets in Salesforce, maintaining accurate case history and resolution documentation in compliance with SLS requirements. Contribute substantively to the team's knowledge base by authoring technical troubleshooting guides, workarounds, and product-specific SOPs while providing peer mentoring to junior team members. Collaborate with frontline Support, Product Management, and Engineering to coordinate defect resolution and ensure consistent customer communication throughout the lifecycle of complex cases.
Required Qualifications
- 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 clearly for both technical and non-technical audiences
- Ability to conduct structured root cause analysis across product, data, integration, and configuration issue types
- Strong organizational skills with the ability to manage multiple escalations simultaneously, prioritize effectively, and escalate appropriately
- Demonstrated commitment to documentation quality, knowledge transfer, and team enablement
- Consultative communication approach, able to translate complex technical findings into clear guidance for support teams and customers
Desired Qualifications
- Experience with Salesforce or similar enterprise CRM/case management platforms
- Familiarity with SaaS product architecture, integration patterns, or middleware technologies
- Experience contributing to or maintaining technical documentation, SOPs, or knowledge base content
- Exposure to DevOps practices, software development workflows, or working closely with Product Management and Engineering teams
- Experience with data analysis or reporting tools (e.g., Excel, Power BI) to support trend analysis and stakeholder communication
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