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Key Account Support Engineer

1 hour, 57 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Software Development
MariaDB MySQL Oracle REST API SQL Server
Apply Now
Entrata

Entrata

Entrata provides a comprehensive property management software platform that integrates various property data and processes, enhancing operational efficiency and user experience for multifamily communities.

Real Estate
1K-5K
Founded 2003
$507M raised
View All Jobs 11

Description

  • Provide advanced technical support to customers through phone, chat, virtual meetings, online channels, and email.
  • Serve as a subject matter expert on Entrata’s property management solutions and relevant products.
  • Troubleshoot and resolve complex technical issues in high-pressure, multi-platform, multi-vendor environments.
  • Verify reported issues before escalating them to development teams and work with Product and Development to drive resolution.
  • Ensure cases are handled within service-level agreements and communicated clearly and completely to customers.
  • Collaborate with other Key Account Support Engineers and cross-functional teams to support customer needs.
  • Mentor and coach peers by helping them resolve difficult cases and improve their skills.
  • Provide root cause correction and help prevent recurring issues by evaluating all facets of a problem.
  • Create and deliver training, best practices, and documentation for colleagues and customers.
  • Adapt to changing support needs and proactively pull cases based on skills and case complexity.

Requirements

  • 3+ years of experience in a technical support role providing B2B support to enterprise-level customers.
  • Strong technical, analytical, and problem-solving skills in complex, high-pressure support environments.
  • Demonstrated empathy and customer focus with the ability to increase client satisfaction.
  • Ability to learn software quickly and adapt rapidly to change.
  • Excellent professional written and verbal communication skills with strong attention to detail.
  • Ability to communicate positively, proactively, and assertively while working collaboratively with stakeholders.
  • Experience creating and delivering training.
  • Bachelor’s degree in Computer Science, Business Information Systems, or similar experience preferred.
  • Experience in property management or property management software preferred.
  • Experience with relational databases such as MSSQL, Oracle, MySQL, or MariaDB, and with REST or SOAP APIs preferred.

Benefits

  • Remote and hybrid work options with a flexible, transparent culture.
  • Generous vacation time and frequent company recharge days.
  • Comprehensive medical, dental, and vision coverage, including fertility benefits, for eligible employees and their families.
  • HSA/FSA options and employer-paid disability benefits for eligible employees.
  • 401(k) or similar retirement plans with employer matching for eligible employees.
  • Wellness initiatives, mental health resources, employee assistance programs, and access to an onsite gym at HQ.
  • Family-centric leave policies supporting new parents.
  • Volunteerism, charity, and giving-back programs through Entrata Cares.
  • Employee discounts, including an exclusive cell phone plan and local business partnerships.

Interested in this position?

Apply directly on the company website

Apply Now

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