Rentvine

Support Engineer

• Own inbound customer inquiries via phone, email, and live chat — responding promptly, professionally, and with measurable impact on customer satisfaction.
• Serve as a trusted advisor to clients, guiding them through complex platform questions and helping them get maximum value from Rentvine's features.
• Create, manage, update, and resolve support tickets with accurate documentation and timely follow-through.
• Consistently meet or exceed established SLAs, CSAT targets, and team KPIs.
• Diagnose, investigate, and resolve software, accounting, and workflow-related issues with a structured, methodical approach.
• Identify recurring issues and escalate complex or high-impact cases to Tier 2 or Engineering with clear, thorough context.
• Document troubleshooting steps and resolution outcomes in a way that enables team-wide knowledge sharing.
• Develop and maintain deep expertise in Rentvine's platform, including accounting modules, reporting tools, integrations, and operational workflows.
• Guide customers through best practices, configuration options, and system navigation to help them work more efficiently.
• Serve as an internal resource for team members on platform behavior and edge-case scenarios.
• Contribute to the continuous improvement of the knowledge base, internal SOPs, and customer-facing help content.
• Capture customer feedback to surface trends to Product, Engineering, and Leadership.
• Collaborate cross-functionally with Onboarding, Account Management, and Customer Success to ensure a seamless customer experience.

Technical Support Specialist, Tier 1

• Serve as the escalation point for complex, high-severity, and unresolved issues from Tier 1 — taking full ownership from intake through resolution.
• Conduct deep-dive investigations into product behavior, data integrity issues, integration failures, and accounting edge cases.
• Build, document, and manage defects in the appropriate tracking system with clear reproduction steps, impact assessment, and supporting evidence.
• Own the lifecycle of defect-linked tickets — tracking status, communicating updates to customers and internal stakeholders, and driving closure.
• Distinguish between user error, configuration issues, and true product defects with rigor and speed.
• Act as the primary liaison between Support and Engineering — translating customer-reported issues into precise, developer-ready documentation.
• Participate in defect triage and prioritization discussions, providing support-side context on customer impact, frequency, and urgency.
• Maintain clear, consistent communication on defect status and timelines across both engineering and customer-facing teams.
• Develop a working understanding of Rentvine's technical architecture, data models, and integration ecosystem to improve diagnostic accuracy over time.
• Provide real-time support to Tier 1 through swarming on active tickets and live troubleshooting collaboration.
• Conduct structured feedback loops on escalated cases — helping Tier 1 agents understand what could have been resolved at the first tier and how.
• Identify recurring escalation patterns and build training content, playbooks, or escalation decision trees to reduce future escalation volume.
• Lead outbound communication on complex, high-impact, or time-sensitive customer issues via phone or scheduled meetings.
• Set and manage customer expectations around resolution timelines, workarounds, and defect status with professionalism and transparency.
• Identify when issues require broader account attention and engage Account Management, Onboarding, or Customer Success teams appropriately.
• Own and expand the internal knowledge base for Tier 2-level issues, integration behaviors, and complex accounting scenarios.
• Contribute to customer-facing help content in partnership with the Product and Training teams.
• Proactively identify workflow inefficiencies, tooling gaps, and product experience issues — and bring well-formed recommendations to leadership.

Technical Support Analyst – Tier 2

Account Executive

• Drive new business growth in your dedicated territory by managing the sales process through inbound and outbound lead generation as well as in-person events and local association chapter meetings.
• Conduct tailored product demos and discovery calls to understand client needs and align our software as the solution.
• Manage a pipeline of opportunities using a consultative sales approach from initial contact through contract close.
• Collaborate closely with Sales Engineers, BDRs, Marketing, and Customer Success teams to ensure a seamless buyer journey.
• Meet and exceed monthly and quarterly revenue targets and KPIs.
• Keep CRM (e.g. HubSpot) updated with accurate opportunity details and client interactions.
• Stay up to date on product enhancements, industry trends, and competitor activity.

Full-stack Engineer

• Design and build scalable features across multiple React Native applications
• Own complex front-end flows end-to-end
• Collaborate closely with Mobile Engineering Lead to implement and evolve architectural direction
• Drive implementation of AI-assisted workflows

Senior Product Engineer – Mobile, AI Systems

• Lead Full-Stack Feature Development: Implement new designs and features across the entire stack, from UI components in React to API endpoints in PHP.
• Architect Backend Logic: Maintain and enhance our backend systems, primarily built on the Phalcon framework, while leveraging experience in modern PHP standards.
• Modernize the UI: Build scalable, reusable components using modern React patterns and integrate them seamlessly with our backend services.
• Collaborate Cross-Functionally: Work with designers to ensure technical feasibility and with other engineers to refine our API contracts and data models.
• Uphold Code Quality: Write clean, efficient, and well-structured code. Participate in code reviews and mentor junior/mid-level engineers on best practices in both PHP and JavaScript.
• Optimize & Debug: Troubleshoot complex issues across the stack—from SQL query optimization to frontend rendering performance.

Senior Full-Stack Engineer

Customer Success Manager

• Drive Adoption & Customer Value
• Own post-sale customer engagement focused on onboarding, adoption, and long-term success
• Guide customers in leveraging the full suite of Rentvine products to achieve their business goals
• Develop and execute success plans aligned to customer objectives
• Drive adoption depth and breadth across the Rentvine platform
• Identify gaps in product usage and increase engagement across features and products
• Monitor customer health and proactively address risks related to low adoption
• Partner with AEs on Growth
• Work closely with Account Executives to identify and support expansion opportunities
• Surface opportunities to expand usage across additional Rentvine products and features
• Provide insight into account health, usage trends, and customer goals
• Participate in account planning and strategic customer conversations
• Manage Customer Relationships
• Build strong relationships with key stakeholders and decision-makers
• Lead regular touchpoints including business reviews and strategic check-ins
• Act as a trusted advisor, helping customers maximize value from the platform
• Support escalations and coordinate internally to ensure strong outcomes
• Support Retention & Risk Mitigation
• Identify and address churn risks through improved engagement and adoption
• Reinforce value by connecting product usage to customer outcomes
• Partner with internal teams to resolve issues and remove blockers
• Reporting & Collaboration
• Report to the Senior Director of Customer Success & Support and work closely with Sales, Product, and Support.

Senior Customer Success Manager

• Build & Scale Customer Success
• Help design and evolve customer health scoring models
• Analyze churn risk and retention trends to inform strategy
• Build dashboards and reporting to drive CS performance
• Improve CS systems and workflows (HubSpot, Snowflake, etc.)
• Test, iterate, and refine scalable CS playbooks and motions
• Manage and analyze customer feedback (NPS, CSAT, surveys)
• Identify trends, risks, and growth opportunities in customer data
• Manage a portfolio of accounts, including higher-risk or strategic customers
• Execute onboarding, renewal, and recovery efforts
• Engage directly with customers to drive adoption, value, and outcomes
• Report to the Senior Director of Customer Success & Support

General Counsel

• Establish and professionalize the company’s internal legal infrastructure
• Provide commercially minded legal advice that enables smart growth
• Serve as a trusted advisor to Sales, Product, Finance, and Operations
• Support M&A activity, including NDAs, transaction documentation, and diligence coordination
• Assist with post-acquisition integration from a legal and governance perspective
• Oversee governance, compliance, and corporate hygiene
• Lead and streamline customer and vendor contracting processes
• Develop and maintain contract templates and document management systems
• Ensure compliance with data protection and privacy regulations
• Advise on IP, GenAI, real estate, employment, and broader risk management matters
• Manage relationships with outside counsel and optimize legal spending

Senior Legal Counsel

Sales Development Rep

• Make 100+ outbound calls per day using AI-curated task queues.
• Engage prospects via tasks touchpoints as part of the multi-channel cadence.
• Uncover pain around trust accounting, data openness, workflows, and total cost of ownership; confirm fit before booking AEs.
• Log crisp call notes in HubSpot, keep records current, and feed market intelligence back to Sales, Marketing, and Product.
• Work within our AI-powered stack daily—you’ll interact with tools that surface prospect data, automate sequencing, and prioritize your workflow.