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

Financials

1001-5000 (2018)

Founded 2003

$507M raised

11 open positions

Links

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Senior Technical Support Representative

4 hours, 37 minutes ago

United States

Full-time

Senior

Technical Support Engineer

Customer and Technical Support

Generative AI

Apply Now

Entrata

Real Estate

1001-5000

Founded 2003

$507M raised

View All Jobs 11

Description

Provide advanced technical support through phone, ticketing systems, and chat for complex and escalated issues.
Analyze, diagnose, and resolve software functionality and system-performance issues.
Own assigned incidents from initial report through resolution, providing timely customer updates.
Educate customers on product functionality, best practices, and product updates.
Document and escalate software defects, design concerns, and reliability issues to internal teams.
Maintain detailed records of customer interactions, troubleshooting steps, and resolutions.
Mentor junior support engineers and serve as a technical resource for the team.
Contribute to knowledge base documentation, process improvements, team meetings, and special projects.
Use approved GenAI tools to accelerate work while reviewing outputs for accuracy, alignment, and privacy compliance.

Requirements

Associate’s degree or equivalent work experience.
2–4 years of experience in a technical support role, preferably supporting B2B enterprise customers.
Strong technical, analytical, and problem-solving ability in a high-pressure, multi-platform environment.
Excellent written and verbal communication skills, including clear issue documentation.
Ability to prioritize workloads, meet deadlines, and adapt to changing customer needs.
Demonstrated ability to mentor and support junior technical support engineers.
Strong attention to detail and commitment to customer experience.
Ability to work professionally in a fast-paced, high-stress environment.
Experience with property management software or a related industry is preferred.
Familiarity with knowledge base systems and documentation best practices is preferred.

Benefits

Remote and hybrid work options, generous vacation time, and company recharge days.
Medical, dental, and vision coverage, including fertility benefits, for eligible employees and families.
HSA/FSA options and employer-paid disability benefits for eligible employees.
401(k) or similar retirement plan with employer matching for eligible employees.
Wellness offerings, including mental health resources, employee assistance programs, gym access or memberships, and wellness challenges.
Volunteer and charitable giving opportunities through Entrata Cares.
Cell phone plan, service and local-business discounts, and bi-annual employee swag drops.

Interested in this position?

Apply directly on the company website

Apply Now

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