The Customer Support Engineer role supports RealPage’s Investment Management product suite—Investor Management Services, Asset Investment Management, and FUEL—within the Data and Analytics division. This team partners with real estate investment firms to save time and money, streamline operations, simplify investor engagement, and mitigate risk through reliable, advanced technology. In this role, Customer Support Engineers develop deep product expertise to help customers achieve high satisfaction, collaborating closely with Customer Success, Product, Data, and Implementation teams to deliver an exceptional support experience.

PRIMARY RESPONSIBILITIES

• Work directly with customers and their investors, providing real-time support to ensure they get the most value out of their Investment Management products
• Provide support and troubleshooting assistance for product-related issues via case ticketing, email, and phone calls
• Assist clients with complex problems, including analyzing discrepancies between financial models and system calculations
• Gather information to identify and assess nature of problems
• Complete ongoing user education, including hosting multi-client training sessions on areas of expertise
• Coordinate with internal resources to resolve issues in a timely manner
• Applicants need to be available for a rotating schedule consisting of hours between 7AM and 7PM ET, Monday through Friday

QUALIFICATIONS

Required:

• At least 2 years of customer support experience, preferably in a software company
• Microsoft Excel skills (formulas, functions, tables, etc.), prefer experience with financial modeling
• Communicate well with others both written and verbally
• Thrive being part of a team-oriented environment
• Comfortable with handling complaints, disputes, and conflicts with customers
• Proven abilities in building strong customer relationships, even in challenging circumstances
• Highly organized, thorough, and proficient with managing your time and work deliverables

KNOWLEDGE/SKILLS/ABILITIES

Preferred:

• Bachelor’s degree in finance/accounting or equivalent levels of experience
• A passion and curiosity to learn
• A penchant for analyzing information and evaluating results
• Eagerness and a positive attitude approach to new challenges
• Ability to think critically, troubleshoot, and solve complex problems in a fast-paced environment
• Calmness under pressure & resilience to the effects of stress or unexpected changes

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

SALARY AND BENEFITS

RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity