LocationKey Tower - 127 Public SquareBusinessWe know that a “one-size-fits-all” approach doesn't work when it comes to residential living. That's why, at Brookfield Properties, our portfolio features a wide range of options for any stage of life. And though our properties may be diverse, one thing is universal: all offer the unparalleled quality, service, and support our residents deserve.Job DescriptionPosition SummaryThe Product Support Specialist for Brookfield Properties provides day‑to‑day operational and technical support for property management and resident‑facing technology platforms. This role is responsible for troubleshooting system issues, resolving support requests, documenting solutions, and coordinating with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences. The Product Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents. This position plays a key role in identifying product issues, escalating defects, improving documentation, and supporting product adoption across the organization.Job Function #1: Ticket Triage & Issue Resolution (40%)Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams)Diagnose and troubleshoot technical issues across property management platformsReproduce issues and collect logs, screenshots, and replication stepsClassify severity, impact, and priority to ensure timely resolutionJob Function #2: Cross‑Functional Collaboration & Escalation (20%)Escalate defects to Product and Engineering teamsTrack bug lifecycle and validate fixesPartner with internal teams to ensure timely resolution of complex issuesProvide feedback to improve product functionality and stabilityJob Function #3: Customer Support & Communication (20%)Provide first‑line configuration and onboarding support for property teams and residentsCommunicate status updates, workarounds, and timelines to stakeholdersDeliver high‑quality customer service in a fast‑paced environmentManage multiple requests while maintaining responsivenessJob Function #4: Documentation & Knowledge Management (10%)Maintain and update knowledge base articles, runbooks, and FAQsDocument recurring issues and solutionsSupport creation of internal documentation and troubleshooting guidesJob Function #5: Product Release Support & Training (10%)Participate in product release validation and post‑release monitoringIdentify regressions or system issues after deploymentsAssist with training materials, quick reference guides, and enablement sessionsPlease answer the questions below regarding the financial responsibility of this positionEducationThis position requires an Undergraduate (Bachelor) Degree in Computer Science, Engineering, or related field. 5‑7 Years of relative work experience could offset the minimum educational requirements.Experience3‑4 Years: Product or Application Support required1‑2 Years: Property Management Technology Support i.e. Yardi Site Support, Salesforce, MRI, or similar platforms preferred1‑2 Years: Technology Support and Customer Service preferred1‑2 Years: Telephony Management preferredCompensationCommensurate with Experience$ 57,900 - 81,165 annuallyBenefitsFull benefits packageGenerous paid time off401(k) with company matchGrowth and advancement opportunitiesThe 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.Equal Opportunity EmployerMinorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. Drug free workplace.We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre‑screening will be contacted.At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 600 locations, 1500+ buildings and over 280 million square feet of real estate across the globe. It's a feat that wouldn't be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don't simply meet the needs of our tenants, residents, and communities — but exceed them, every day.#J-18808-Ljbffr