Senior Technical Support Engineer

Summary

Join Entrata as a Senior Technical Support Engineer (STSE) and provide advanced technical assistance to customers using our comprehensive property management software suite. You will troubleshoot complex technical issues, collaborate with internal teams, and mentor other engineers. This role requires strong problem-solving skills, excellent communication, and a passion for delivering exceptional customer service. You will work closely with Product, R&D, and Training teams to address customer needs holistically. The position offers opportunities for professional growth and development within a supportive and collaborative team environment. We are currently hiring in several states, and remote work options are available.

Requirements

• 3+ years' work experience in a technical support capacity providing B2B support to Enterprise level customers
• Excellent technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Must demonstrate empathy and understanding to increase client satisfaction and task efficiency
• Ability to learn software quickly and thoroughly
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• A proven passion for providing an exceptional customer experience
• Motivated and proactive attitude while holding oneself accountable
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
• Experience in creating and providing training

Responsibilities

• Become a subject matter expert on relevant products
• Provide advanced technical support to customers via phone, online, chat, and email
• Verify issues before involving development teams
• Work closely with the Product and Development teams to address the needs of our clients
• Respond to all tasks in the designated service level agreements and provide appropriate resolutions
• Attend product sprint reviews and trainings
• Be available and ready to assist your peers and co-workers as needed
• Review relevant updates on new and existing products
• Be influential in improving procedures and processes that improve our efficiency and effectiveness
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products

Preferred Qualifications

• Bachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience
• Industry experience in property management or property management related software
• Proven ability to utilize, create and update knowledge base resources in the course of your work
• Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources
• Experiences Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's

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, mental health resources, wellness challenges, and employee assistance programs
• Family-centric leave policies supporting new parents during significant life events
• Entrata Cares programs offering 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