Manager, Network and Integration Specialists

Overview RealPage 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. Qualifications REQUIRED 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. Profic