Senior Technical Support Representative

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service. The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members.   Schedule hours: Monday-Friday from either 7:00 am-4:00 pm MDT, 8:00 am-5:00 pm MDT, 9:00-6:00 pm MDT (Utah - Mountain Time) 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. Essential Functions • 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. Minimum Qualifications • 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. Education and Experience Requirements • 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 is a plus. • Familiarity with knowledge base systems and documentation best practices is preferred. AI and Operational Fluency • AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables. • Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations. • Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models. • Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains. 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, gym memberships, mental health resources, wellness challenges, and employee assistance programs. Entrata Cares programs offers 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 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, Texas, North Carolina, and Florida for Non-Exempt roles.  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?