Senior Technical Support Engineer, Entrata
$17.45 - $27.31 an hour
More information about location
Property management software
Be an early applicant
Property management software
1001+ employees
Be an early applicant
$17.45 - $27.31 an hour
More information about location
1001+ employees
Company mission
To make life easier for property owners, property management and residents.
Role
Who you are
- 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
What the job involves
- The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service
- The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members
- 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
- Analyze and troubleshoot complex technical issues related to software functionality and system performance
- Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions
- Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths
- Adhere to established support protocols, while identifying opportunities for process improvements
- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
- Maintain professional interaction with internal and external stakeholders
- Ability to work in a fast-paced and high-stress environment
- AI and Operational Fluency:
- AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables
- 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
- Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models
- Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains
Our take
Entrata is a property management software company providing a comprehensive operating system for multifamily communities. Its platform helps property owners and managers handle every part of the leasing lifecycle, from accounting and maintenance to resident engagement, serving over 12M residents across more than 35,000 communities worldwide.
The company's software stands out because it streamlines complex property management tasks and integrates AI-powered tools, giving both residents and property teams a smoother, more connected experience. Solutions like Homebody RCXP for residents and the Operations Experience Platform (OXP) for property staff simplify communication, automate repetitive tasks, and provide actionable insights, making daily operations more efficient and improving the overall rental experience.
Entrata has grown rapidly with backing from Silver Lake and Blackstone, including a $200M minority investment that values the company at $4.3B. Its recent innovations, such as AI-driven resident and operations platform, positions Entrata at the forefront of "Autonomous Property Management™". With plans for a potential IPO and continues product expansion, Entrata is set to further transform how property management is run globally.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
May 2025
$200m
GROWTH EQUITY VC
Jul 2021
$507m
GROWTH EQUITY VC
Total funding: $707m
Company HQ
Lehi, UT
Leadership
Adam Edmunds
(CEO)Former President of Podium, where they also served on the Board of Directors. Previous CSO of MaritzCX. Founder & former CEO of both Allegiance and SilentWhistle.
Share this job
View 2 more jobs at Entrata