Technical Support Engineer

Summary

Entrata is a global leader in AI-driven property management technology, providing a comprehensive suite of intelligent tools for owners and residents. The Technical Support Engineer will be responsible for delivering technical support, troubleshooting issues, and educating customers on software functionalities while maintaining a high standard of communication and documentation throughout the support process.

Responsibilities

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat
• Develop subject matter expertise in core technologies and at least one other specialized technology area
• Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process
• Educate customers on software functionalities, best practices, and product updates
• Document and report software issues, design concerns, and reliability challenges to appropriate internal teams
• Participate in team meetings and contribute to continuous improvement initiatives
• Assist with special projects and other duties as assigned
• Analyze and troubleshoot technical issues related to software functionality and system performance
• Communicate effectively with customers, ensuring clarity and professionalism in all interactions
• Maintain accurate and detailed records of customer interactions and troubleshooting steps
• Adhere to established support protocols, ensuring timely issue resolution
• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
• Maintain professional interaction with internal and external stakeholders
• Ability to work in a fast-paced and high-stress environment

Skills

• Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment
• Excellent written and verbal communication skills with the ability to document issues effectively
• Ability to adapt quickly to changing priorities and customer needs
• Strong attention to detail and commitment to providing an exceptional customer experience
• Associate's degree or equivalent work experience
• Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers
• Experience with property management software or related industry experience is a plus
• Familiarity with knowledge base systems and documentation best practices is preferred

Qualifications

Must Haves

• Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment
• Excellent written and verbal communication skills with the ability to document issues effectively
• Ability to adapt quickly to changing priorities and customer needs
• Strong attention to detail and commitment to providing an exceptional customer experience
• Associate's degree or equivalent work experience
• Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers

Nice to Haves

• Experience with property management software or related industry experience is a plus
• Familiarity with knowledge base systems and documentation best practices is preferred

Benefits

• Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.
• Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.
• HSA/FSA options and employer-paid disability benefits provided for eligible employees.
• Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.
• Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
• Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community.
• Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.
• Bi-annual swag drops for employees