Technical Support Engineer

Summary

Join Entrata as a Technical Support Engineer and provide frontline technical assistance to customers using our comprehensive property management software suite. You will troubleshoot technical issues, communicate effectively with clients, and collaborate with colleagues to resolve problems efficiently. This role requires strong technical skills, excellent communication abilities, and a passion for delivering exceptional customer service. You will work closely with other engineers and across departments to ensure timely resolution of customer issues. The position offers opportunities for professional growth and development within a supportive and collaborative team environment. Entrata is a global leader in property management software, offering a flexible and transparent culture with various benefits.

Requirements

• 1+ years of work experience in a technical support capacity supporting B2B support to Enterprise level customers
• Strong technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively
• Excellent professional, written, and verbal communication 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
• A proven passion for providing an exceptional customer experience
• Strong attention to detail

Responsibilities

• Provide technical support and troubleshooting via telephone, ticket, and/or chat
• Develop subject matter expertise in our core technologies, and at least one other technology specialty
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
• Ability to actively listen, ask relevant questions and challenge customers appropriately
• Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
• Educate customers on Entrata’s software and products
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue
• Champion customer issues from feedback through the delivery of a solution
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations
• Participate in team and department meetings
• Assist with special projects and other duties as assigned

Preferred Qualifications

• Associate's degree or equivalent work experience
• Proven ability to utilize, create and update knowledge base resources in the course of your work
• 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

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