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Senior Technical Support Engineer

1 month, 2 weeks ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Generative AI
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 14

Description

  • Provide technical support and troubleshooting through telephone, ticketing systems, and chat for complex and escalated issues.
  • Analyze and resolve software functionality and system performance issues.
  • Own assigned incidents from initial report through resolution, with clear communication and timely updates.
  • Educate customers on software functionality, best practices, and product updates.
  • Identify, document, and escalate software defects, design concerns, and reliability issues to internal teams.
  • Serve as a resource and mentor for junior support engineers.
  • Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.
  • Maintain accurate records of customer interactions, troubleshooting steps, and resolution paths.
  • Collaborate professionally with internal and external stakeholders in a fast-paced, high-stress environment.
  • Assist with special projects and other assigned duties.

Requirements

  • Associate's degree or equivalent work experience.
  • 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
  • Strong technical, analytical, and problem-solving skills in a multi-platform, high-pressure environment.
  • Excellent written and verbal communication skills with the ability to document and articulate issues effectively.
  • Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.
  • Proven ability to mentor and assist junior support engineers.
  • Strong attention to detail and commitment to providing an exceptional customer experience.
  • Experience with property management software or related industry experience is a plus.
  • Familiarity with knowledge base systems and documentation best practices is preferred.
  • Ability to use company-approved GenAI tools, audit AI outputs for accuracy, and protect proprietary and PII data.

Benefits

  • Remote and hybrid work options.
  • 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, including mental health resources, wellness challenges, employee assistance programs, and access to an onsite gym or gym memberships.
  • Entrata Cares volunteer, charity, and community giving programs.
  • Bi-annual swag drops and 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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