Senior Technical Support Engineer

Entrata is a global leader in AI-driven property management technology, providing essential operating systems for owners and residents. The Senior Technical Support Engineer offers advanced technical assistance, troubleshooting complex software-related issues while mentoring junior team members and contributing to process improvements.

Responsibilities:

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues
• Develop deep subject matter expertise in core technologies and multiple specialized technology areas
• Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates
• Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions
• Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams
• Act as a resource for junior support engineers, providing guidance and mentorship
• Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives
• Assist with special projects and other duties as assigned
• Analyze and troubleshoot complex technical issues related to software functionality and system performance
• Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions
• Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths
• Adhere to established support protocols, while identifying opportunities for process improvements
• 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

Requirements:

• Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform 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
• Associate's degree or equivalent work experience
• Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers
• Experience with property management software or related industry experience
• Familiarity with knowledge base systems and documentation best practices
• Experience with relational databases (e.g., MSSQL, Oracle, MySQL, MariaDB)
• Experience working with REST and/or SOAP APIs