OverviewRealPage is transforming the real estate industry through innovative technology, software, and data solutions. Our employees think big, collaborate across teams, and create meaningful experiences for the customers and communities we serve.
The Manager of Network and Integration Specialists leads the advanced technical support team responsible for the reliability and successful operation of the STRATIS IoT smart building platform. The team serves as a Tier 3 escalation function, investigating complex issues involving networks, connected devices, wireless technologies, cloud services, and system integrations.
In this role, you will provide people leadership and technical direction while overseeing daily support operations, complex escalations, project certification, production readiness, and continuous improvement. You will establish clear priorities and performance expectations, coach and develop team members, monitor key performance indicators, and ensure customers and stakeholders receive timely, accurate communication.
You will collaborate closely with Support, Project Management, Product, Engineering, Platform, Application Development, and Infrastructure teams to resolve customer-impacting issues, identify root causes, improve operational practices, and deliver stable, scalable solutions. The ideal candidate combines strong people leadership with networking and IoT expertise, sound operational judgment, customer advocacy, and the ability to communicate effectively with technical and nontechnical audiences.
Responsibilities- Lead, coach, and develop the Network and Integration Specialists team responsible for advanced technical support of the STRATIS IoT smart building platform.
- Manage day-to-day Tier 3 support operations, including workload prioritization, queue health, service levels, complex escalations, performance expectations, and stakeholder communication.
- Recruit, onboard, develop, and retain highly responsive, customer-focused technical professionals.
- Establish individual and team performance expectations and conduct regular one-on-one meetings, coaching sessions, performance reviews, and career-development discussions.
- Serve as the escalation point for complex issues referred by Tier 2 Support and as the primary NIS point of contact for divisional management and senior leadership.
- Provide technical direction and, when necessary, hands-on assistance with complex issues involving networks, wireless technologies, connected devices, cloud services, and system integrations.
- Ensure customer-impacting and production issues are investigated and resolved promptly, with clear ownership, accurate documentation, and proactive communication throughout the resolution process.
- Define, implement, and enforce configuration management, change management, incident management, and other operational policies and procedures for the STRATIS IoT environment.
- Establish, document, standardize, and continuously improve the team's tools, troubleshooting practices, escalation processes, operating procedures, and service-delivery standards.
- Monitor and report on operational performance, including case volume, backlog, issue aging, service-level attainment, escalation trends, customer impact, system certification, and other key performance indicators.
- Identify recurring issues and partner with Product, Engineering, Platform, Application Development, and Infrastructure teams to perform root-cause analysis and implement corrective and preventive actions.
- Partner with Project Management to identify, deploy, certify, and support infrastructure solutions that meet established technical requirements, success criteria, and key performance indicators.
- Collaborate with Project Management and other stakeholders to achieve a minimum of 90% system certification completion before projects are transitioned to Support.
- Coordinate production integrations with technical partner teams, including validation planning, testing coordination, risk identification, and production-readiness reporting.
- Provide budgetary recommendations, purchasing guidance, resource planning, and infrastructure capacity planning to help maintain a stable, scalable, and cost-effective environment.
- Promote knowledge sharing among NIS, Tier 1, Tier 2, Project Management, Product, and Engineering teams to improve escalation quality and organizational technical capability.
- Foster a culture of accountability, collaboration, customer advocacy, continuous improvement, and operational excellence.
QualificationsREQUIRED KNOWLEDGE/SKILLS/ABILITIES- Bachelor's degree in Computer Science, Electrical Engineering, Telecommunications Engineering, Information Technology, or a related field, or an equivalent combination of education and relevant professional experience.
- Five or more years of relevant experience in network engineering, technical support, IoT operations, infrastructure support, or a related technical discipline.
- Two or more years of people-management, team-leadership, or comparable technical leadership experience.
- Experience supporting or leading an advanced technical support, network operations, escalation-management, or Tier 3 support function.
- Demonstrated ability to recruit, coach, develop, motivate, and manage the performance of technical employees.
- Solid understanding of Internet of Things devices, protocols, integrations, and supporting systems.
- Strong knowledge of IP networking concepts, including TCP/IP, VLAN configuration, subnetting, switching, and routing fundamentals.
- Working knowledge of multicast traffic concepts, configurations, troubleshooting methods, and common use cases.
- Experience with network hardware, network architecture, and infrastructure design.
- Advanced knowledge of Wi-Fi and wireless networking, including configuration, performance optimization, and troubleshooting.
- Familiarity with Z-Wave, LoRa, or comparable wireless IoT technologies.
- Proficiency with core network services and configurations, including VPNs, DHCP, static IP addressing, and DNS.
- Experience troubleshooting complex issues involving connected devices, networks, wireless environments, cloud services, software applications, and system integrations.
- Experience managing customer-impacting escalations, technical incidents, problem resolution, and communication across multiple business and technical teams.
- Ability to analyze operational information, identify trends and risks, establish priorities, and make data-informed decisions in a fast-paced support environment.
- Strong written and verbal communication skills, including the ability to explain technical subjects to audiences with varying levels of technical knowledge.
- Ability to prepare clear, professional communications and effectively manage or de-escalate sensitive customer and stakeholder situations.
- Strong organizational, analytical, problem-solving, prioritization, and multitasking skills.
- Ability to provide hands-on technical assistance and participate in critical-issue or after-hours escalation coverage when business needs require it.
PREFERRED KNOWLEDGE/SKILLS/ABILITIES- Experience supporting enterprise SaaS, smart building, property technology, or large-scale IoT solutions.
- Experience with Amazon Web Services or a comparable cloud environment.
- Experience with ITIL-aligned incident management, problem management, change management, configuration management, or root-cause-analysis practices.
- Cisco, CompTIA, CEDIA, AWS, or comparable networking, cloud, or technology certifications.
- A security-related certification such as CISSP, CompTIA Security+, or an equivalent credential.
- Understanding of information security, data privacy, and compliance considerations in connected-device and cloud technology environments.
- Experience partnering with Product Management, Engineering, Project Management, Infrastructure, and customer-facing support organizations.
- Experience developing operational metrics, dashboards, service-level targets, technical documentation, and continuous-improvement programs.
- Familiarity with RealPage or STRATIS products and the multifamily property-management industry.
Salary and BenefitsRealPage 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.
Pay RangeUSD $70,700.00 - USD $120,300.00 /Yr.
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