Technical Support Engineer
Job Summary
Job Description
Entrata is seeking a Technical Support Engineer (TSE) to provide frontline technical assistance to customers utilizing their property management software suite. The TSE will address issues related to property accounting, purchasing, facilities, and leasing data. This role requires excellent problem-solving skills and deep technical expertise to resolve complex issues efficiently and effectively. The engineer will deliver professional business-to-business customer service, ensuring customers are impressed with the resolution of their software concerns. Collaboration with other TSEs and colleagues across the company is essential for timely issue acceleration and customer communication. The TSE will also develop subject matter expertise in core technologies and potentially other specialties, while educating customers on Entrata's products and providing root cause correction to prevent issue recurrence.
Must have:
- Provide technical support via phone, ticket, or chat
- Develop subject matter expertise
- Communicate professionally, assertively, and articulately
- Actively listen and ask relevant questions
- Maintain ownership of assigned incidents
- Educate customers on software and products
- Provide root cause correction
- Champion customer issues
- Identify and report software issues
- Participate in meetings
- Assist with special projects
- 1+ years of technical support experience (B2B/Enterprise)
- Strong technical, analytical, and problem-solving skills
- Ability to adapt quickly and work proactively
- Excellent written and verbal communication skills
- Passion for exceptional customer experience
- Strong attention to detail
Good to have:
- Associate's degree or equivalent work experience
- Utilize and create knowledge base resources
- Industry experience in property management software
Perks:
- Flexible and transparent culture
- Remote and hybrid work options
- Generous vacation time
- Frequent company recharge days
- Comprehensive medical, dental, and vision coverage
- Fertility benefits
- HSA/FSA options
- Employer-paid disability benefits
- Access to 401(k) with employer matching
- Wellness initiatives
- Onsite gym at HQ
- Mental health resources
- Wellness challenges
- Employee assistance programs
- Family-centric leave policies
- Volunteerism and charity event opportunities
- Exclusive Previ cell phone plan
- Discounts on services or local business partnerships
- Bi-annual swag drops
4 skills required
Job Details
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 will include
- 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
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
$15.05 - $23.08 an hour
This band covers the full salary range for the role. Your offer within this range will depend on factors like experience, skills, and internal equity.
Level - S2
#LI-Remote
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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