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Technical Support Engineer

United States (Remote)

Technical Support Engineer

1 Month ago • 1 Years + • Administrative

About the job

Summary

As a Technical Support Engineer (TSE) at Entrata, you'll be on the front lines, providing technical assistance to both technical and non-technical staff at our clients who utilize our suite of property management solutions. These solutions encompass property accounting, purchasing, facilities, and leasing data, all integrated into the industry's most comprehensive property management software. Your role will involve troubleshooting complex technical issues, resolving customer concerns efficiently, and fostering positive interactions that leave customers feeling impressed with Entrata's support. You'll collaborate closely with other TSEs and colleagues across the company to ensure timely resolutions and maintain open communication with customers throughout the process. Your expertise in our core technologies and at least one other technology specialty will be crucial in providing root cause correction, not just symptom relief. You'll also identify and report software, design, and maintenance issues to the appropriate teams, ensuring customer expectations are met. This role offers the opportunity to champion customer issues and play a vital part in delivering exceptional customer experiences.

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Must have:

1+ years technical support experience
Strong technical, analytical, and problem-solving skills
Ability to adapt quickly to change
Excellent communication skills (written & verbal)
Passion for providing exceptional customer experiences

Perks:

Flexible and transparent culture with remote and hybrid work options
Generous vacation time
Frequent company recharge days for work-life balance
Comprehensive medical, dental, and vision coverage
HSA/FSA options
Employer-paid disability benefits
Access to 401(k) with employer matching
Wellness initiatives
Family-centric leave policies
Entrata Cares programs
Exclusive Previ cell phone plan
Discounts on services or local business partnerships
Bi-annual swag drops

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Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize diverse perspectives, endeavoring to craft a better world to live in.

The Technical Support Engineer (TSE) is a frontline support engineer and provides technical assistance to our customers' technical and non-technical staff who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry's most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem solving skills to resolve.

You will provide professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other TSEs and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.

*We are currently hiring in the following states for this position: Utah, Idaho, Wyoming, Arizona, North Carolina, Florida, and Texas.*

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

Minimum Qualifications

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

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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

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?

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