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.
Responsibilities
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Provide technical support and troubleshooting via telephone, ticketing systems, and chat.
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Develop subject matter expertise in core technologies and at least one other specialized technology area.
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Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process.
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Educate customers on software functionalities, best practices, and product updates.
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Document and report software issues, design concerns, and reliability challenges to appropriate internal teams.
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Participate in team meetings and contribute to continuous improvement initiatives.
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Assist with special projects and other duties as assigned.
Essential Functions
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Analyze and troubleshoot technical issues related to software functionality and system performance.
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Communicate effectively with customers, ensuring clarity and professionalism in all interactions.
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Maintain accurate and detailed records of customer interactions and troubleshooting steps.
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Adhere to established support protocols, ensuring timely issue resolution.
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Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
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Maintain professional interaction with internal and external stakeholders.
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Ability to work in a fast-paced and high-stress environment.
Minimum Qualifications
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Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment.
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Excellent written and verbal communication skills with the ability to document issues effectively.
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Ability to adapt quickly to changing priorities and customer needs.
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Strong attention to detail and commitment to providing an exceptional customer experience.
Education and Experience Requirements
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Associate's degree or equivalent work experience.
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Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
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Experience with property management software or related industry experience is a plus.
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Familiarity with knowledge base systems and documentation best practices is preferred.
AI & Operational Fluency
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AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
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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.
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Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
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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