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
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

Requirements

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
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
Experience with relational databases (e.g., MSSQL, Oracle, MySQL, MariaDB)
Experience working with REST and/or SOAP APIs

Benefits

Flexible and transparent culture with remote and hybrid work options
Generous vacation time
Frequent company recharge days for work-life balance
Comprehensive medical, dental, and vision coverage, including fertility benefits
HSA/FSA options
Employer-paid disability benefits
Access to 401(k) or similar retirement plans with employer matching
Wellness initiatives promoting physical and mental well-being
Access to an onsite gym at HQ, gym memberships
Mental health resources
Wellness challenges
Employee assistance programs
Family-centric leave policies supporting new parents
Entrata Cares programs offering opportunities for volunteerism and charity events
Exclusive Previ cell phone plan and discounts on services or local business partnerships
Bi-annual swag drops for employees

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootinganalytical skillsproblem-solving skillsrelational databasesMSSQLOracleMySQLMariaDBREST APIs

Soft Skills

communication skillsmentorshipattention to detailcustomer experienceadaptabilityinitiativeteam collaborationdocumentation skillsproblem articulationcontinuous improvement

Certifications

Associate's degree