Senior Technical Support Engineer

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. 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 Op