SUMMARY

As a Customer Support Engineer on the Problem Management team, you’ll be more than a troubleshooter – you’ll be a driver of meaningful change. Your technical expertise will directly influence how RealPage customers experience our enterprise property management platform, OneSite Leasing and Rents.

In this role, you’ll take the lead in resolving high-impact issues, working closely with customers to uncover root causes and drive continuous improvements. You’ll collaborate across teams to deliver smarter, faster solutions – elevating both the product and the customer experience.

PRIMARY RESPONSIBILITIES

• Take full ownership of complex escalations from Product Support, applying critical thinking and active listening to perform thorough troubleshooting and root cause analysis using SQL, API diagnostics, and behavioral pattern evaluation; ensure timely, accurate resolution with clear documentation and a strong sense of accountability
• Deliver customer-focused technical support across multiple channels (chat, email, phone) tailoring guidance based on a deep understanding of each customer’s product configuration, industry context, and business processes
• Lead customer interactions with clarity and empathy, proactively managing expectations and mitigating risks to ensure a smooth a positive Support experience
• Analyze technical issues trends by compiling and interpreting support data, identifying recurring problems, and sharing insights across teams to strengthen product knowledge and accelerate future resolutions
• Collaborate effectively with internal teams and external stakeholders to resolve issues efficiently, maintaining thorough documentation of customer interactions and escalating when appropriate

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Minimum of 5–7 years of experience in technical customer service, with strong proficiency in OneSite Property Management (including both Classic and New OneSite) and other real estate technologies; skilled in managing customer expectations and resolving complex issues with professionalism and care
• Bachelor’s degree or work equivalent in a technical or analytical role
• Demonstrated ability to conduct root cause analysis and deliver actionable, high-value solutions using data analytics, technical expertise, product knowledge, and sound judgement
• Solid understanding of the software development lifecycle and familiarity with DevOps methodologies
• Excellent verbal, written, and interpersonal communication skills, with the ability to explain complex topics clearly and consultatively to both technical and non-technical audiences
• Strong technical proficiency with software and product applications, including intermediate to advanced experience in SQL and API usage
• Highly motivated and adaptable, with strong organizational and time management skills and a proactive approach to continuous learning and change
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM platforms such as Salesforce
• Willingness to work a flexible schedule, including occasional overtime as needed

PREFERED KNOWLEDGE/SKILLS/ABILITIES

• Prior experience as a Systems Administrator providing deeper understanding of infrastructure and integration points
• Experience with RealPage platforms and third-party integrations beyond OneSite Property Management, such as Accounting, Facilities, and Resident Portals
• Experience leading cross-functional initiatives or business discovery workshops, paired with strong technical writing skills to produce clear documentation, knowledge base content, and custom statements of work.
• Exposure to agile or iterative development environments, supporting collaboration with product and engineering teams
• Experience with data visualization or reporting tools (e.g., PowerBI) to support trend analysis and stakeholder communication

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 employer and committed to creating an inclusive environment for all employees.