Product Support

JLL•Sacramento, CA

4d•Remote

About The Position

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. About the role: The Product Specialist (P2) plays a critical role in delivering high-quality product expertise and advanced support for the Leasing and Capital Markets Technology Group. This role goes beyond frontline support to include deeper subject matter ownership, proactive problem-solving, cross-functional collaboration, and influence over product improvements and user experience. You will serve as a trusted product expert for end users and internal JLLT stakeholders, supporting products that enable JLL’s $18B business. The Product Specialist partners closely with Product Managers, Engineering, Data, and Portfolio Specialists to ensure consistent, scalable, and high-impact product support, onboarding, and adoption across business lines.

Requirements

Demonstrated commitment to excellence in customer support and stakeholder partnership
Strong communication skills, with the ability to translate technical concepts into business-friendly language
High sense of ownership and accountability; proactively drives issues to resolution
Strong problem-solving and analytical skills
Ability to work independently while effectively collaborating across teams
Comfortable operating in fast-paced, high-impact environments with competing priorities
Strong comfort with documentation and collaboration tools (e.g., Confluence)
Advanced proficiency in Microsoft Office (Word, Excel, Outlook)
Working knowledge of SQL/SOQL for querying and validating large datasets
Experience supporting or partnering with multiple technology products and platforms
Familiarity with Azure DevOps, Jira, and ServiceCloud preferred
Ability and willingness to quickly learn new technologies and adjacent systems
Undergraduate degree in a related field (Finance, Real Estate, Data, Product, Technology, Customer Service/Success) or equivalent professional experience
3+ years of experience in product support, customer success, technology operations, or a related role
Experience supporting Leasing, Capital Markets, or similar business lines preferred

Nice To Haves

Familiarity with Azure DevOps, Jira, and ServiceCloud preferred
Experience supporting Leasing, Capital Markets, or similar business lines preferred

Responsibilities

Acts as a primary product subject matter expert for assigned Leasing or Capital Markets Technology products
Owns and evolves end-to-end product support workflows, including UAT testing, enhancement/defect triage, outage protocols, and user communications
Handles complex or escalated support cases, ensuring timely resolution and a seamless end-user experience
Proactively identifies recurring issues, gaps in tooling or processes, and opportunities for efficiency; partners with technology teams to drive improvements
Leads and maintains high-quality documentation standards, ensuring accuracy, usability, and alignment across teams
Partners with Product Managers to help prioritize enhancements and defects based on business impact and user feedback
Supports and mentors Associate Product Specialists (P1), providing guidance on best practices, documentation, and case handling
Oversees and executes technology onboarding and offboarding, including role-based access and product readiness
Delivers user training (1:1, small group, or ad hoc) and supports technology partners as needed
Collaborates with product specialists to standardize messaging, workflows, and user experience across products
Contributes to continuous improvement initiatives and strategic projects aligned with business and technology goals