Responsibilities

• Manage Product Support Operations (15%) Triage, investigate, and resolve product support tickets across multiple channels (ticketing system, email, phone, Teams), providing first-line configuration and onboarding assistance to property teams and customers.
• Diagnose and Escalate Product Issues (15%) Reproduce issues, collect logs and screenshots, document steps to reproduce, classify severity and impact, and work with Product and Engineering teams to escalate defects, track the bug lifecycle, and validate fixes.
• Coordinate Cross-Functional Issue Resolution (5%) Lead triage discussions with Product and Engineering to prioritize customer-impacting issues, drive root cause analysis, and ensure timely resolution aligned with roadmap priorities and SLA commitments while communicating updates to customers and internal stakeholders.
• Support Product Quality and Knowledge Enablement (30%) Participate in release validation and post-release monitoring to identify regressions, maintain support documentation (knowledge base articles, runbooks, FAQs), and assist in creating training materials and internal enablement resources.
• Support Product Implementation and Product Planning (35%) Partner with Product, Marketing, Engineering, and Operations teams to support the implementation and adoption of new products and platform enhancements, including configuration, testing, user readiness, and rollout activities. Contribute to product planning by gathering customer feedback, identifying trends and process improvement opportunities, and providing operational insights that help inform product roadmap priorities and implementation best practices.

Requirements

• Undergraduate (Bachelor) Degree in Information Systems, Information Technology, Marketing, Business Administration, Computer Science, or a related field required
• 5-7 Years of experience in: Product support, technical support, or operations role (SaaS or enterprise product experience preferred), with exposure to marketing workflows, analytics processes, or data analysis required
• Experience supporting product implementations, user onboarding, system configuration, or platform rollouts preferred
• Proven troubleshooting skills and ability to perform efficient diagnostics and resolve issues related to marketing technology platforms, campaign workflows, system integrations, data synchronization, and platform configuration required
• Proven troubleshooting skills and experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) required
• 3-4 Years of experience in: Property Management Technology and Marketing Technology Support i.e. Yardi Site Manager, CRM IQ, Elise AI, Salesforce, MRI, or similar platforms preferred
• Experience with hands on AI usage with focus on process automation and digital transformation preferred

Preferred

• Experience with hands on AI usage with focus on process automation and digital transformation preferred
• Property Management Technology and Marketing Technology Support i.e. Yardi Site Manager, CRM IQ, Elise AI, Salesforce, MRI, or similar platforms preferred
• 5-7 Years of experience in: Product support, technical support, or operations role (SaaS or enterprise product experience preferred) with exposure to marketing workflows, analytics processes, or data analysis required
• 3-4 Years of experience in: related platforms preferred

Benefits

• Full benefits package
• Generous paid time off
• 401(k) with company match
• Growth and advancement opportunities
• Lucrative referral bonus program
• The Cleveland corporate office follows a hybrid work model that requires employees to be in the corporate office at least four days per week to foster collaboration, innovation, and team celebration.