Entrata

Senior Technical Support Engineer

United States · Senior

Sponsorship not specifiedDetected 112 days ago

AuditingCustomer SupportCommunicationProblem Solving

About the role

Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy.
This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service.

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.
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.
Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths.
Adhere to established support protocols, while identifying opportunities for process improvements.
Maintain professional interaction with internal and external stakeholders

Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.
Associate's degree or equivalent work experience.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

Experience with property management software or related industry experience is a plus.
Familiarity with knowledge base systems and documentation best practices is preferred.

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology.
Utilize company-approved GenAI tools to accelerate high-value deliverables.

Bi-annual swag drops for employees Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texa

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.
Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.
Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions.
Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions.

al 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 app

This listing is sourced directly from Entrata's careers page and normalized into a canonical job model.