Senior Technical Support Engineer, Entrata

• Proven ability to take initiative, stay motivated, and hold oneself accountable, contributing significantly to the success of a small, collaborative team
• 3+ years of experience in technical support, specifically providing B2B support to enterprise-level customers
• Previous experience in a SaaS environment, with a demonstrated ability to quickly and thoroughly learn complex software platforms (e.g., Entrata)
• Exceptional technical, analytical, and problem-solving skills, with a track record of resolving diverse, high-pressure issues across complex, multi-platform/system/vendor environments
• Strong written and verbal communication skills, capable of articulating details clearly, confidently, and assertively while maintaining a friendly and professional tone with all stakeholders
• As we are working cross-Entrata in multiple regions, expect to drive escalated customer problems to resolution through multiple internal and external channels
• Demonstrated passion for delivering an exceptional customer experience
• Experience in designing and delivering training sessions to enhance team and customer success

Desirable

• Join Our Growing European Team in Amsterdam as a Sr Technical Support Engineer (STSE)
• Based in our Amsterdam hub, you’ll be part of a dynamic, collaborative group that supports the UK and Ireland markets while working alongside talented colleagues across Europe and the globe
• As an STSE, you’ll be at the forefront of empowering our customers with cutting-edge property management solutions
• Our industry-leading software integrates leasing, marketing, purchasing, facilities, and property accounting into a comprehensive platform that transforms the way our clients operate
• With your deep technical expertise and problem-solving prowess, you’ll play a pivotal role in delivering advanced support to both technical and non-technical teams, ensuring seamless operations and impactful solutions
• You’ll collaborate closely with our European services team and engage with our global headquarters in Utah, as well as cross-functional teams like Product, R&D, and Training
• This role is your opportunity to shape our customer’s success, contribute to our innovation, and grow within an organization that values teamwork, problem-solving, and continuous learning
• Provide advanced technical support to customers via phone, online, and email
• Offer root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
• Verify issues before involving development teams
• Work closely with the Product and Development teams to address the needs of our clients
• Respond to all tasks in the designated service level agreements and provide appropriate resolutions
• Attend product sprint reviews and trainings and review relevant updates on new and existing products
• Be influential in improving procedures and processes that improve our efficiency and effectiveness