Senior Technical Support Engineer

Entrata

Senior Technical Support Engineer providing advanced technical assistance in property management technology. Troubleshooting complex software issues while maintaining professionalism and customer service.

Posted 5/15/2026full-timeRemote • Arizona, Florida, Idaho, Illinois, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Utah, Wyoming • 🇺🇸 United StatesSenior💰 $17 - $27 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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, 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingproblem-solvinganalytical skillsdocumentationsoftware functionalitiesincident managementcustomer educationB2B supportproperty management software

Soft Skills

communication skillsmentorshipattention to detailadaptabilityinitiativecustomer experienceteam collaborationcontinuous improvementguidancetime management

Certifications

Associate's degreetechnical support certification