Manager, Support

Entrata

10d • Hybrid

About The Position

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

The Manager of Technical Support is responsible for leading a team of front-line technical professionals providing advanced technical assistance for a suite of software products. This role manages team operations and performance, ensuring consistent, high-quality service to customers while collaborating cross-functionally to enhance support delivery. The manager drives continuous improvement efforts in processes and team capabilities to optimize customer outcomes and technical resolution efficiency.

Requirements

• Strong leadership and interpersonal skills with a proven ability to manage high-performing teams.
• Demonstrated success in customer support roles within a SaaS or software environment.
• Excellent analytical and problem-solving skills with attention to detail.
• Effective communicator capable of presenting complex technical information clearly.
• Ability to manage multiple tasks in a fast-paced environment with competing priorities.
• 3+ years of experience in customer support roles within a SaaS or software company.
• 2+ years of experience managing technical support or similar teams.
• 6+ years in a technology-related field or technical support position.
• 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

Responsibilities

• Leads a team delivering technical support for complex software solutions, ensuring efficient operations and customer satisfaction.
• Engages regularly with team members through structured meetings and coaching sessions to align performance with organizational goals.
• Oversees scheduling, task management, and team workload balancing to support business priorities and service level objectives.
• Drives improvements in team processes, operational metrics, and customer satisfaction by leveraging data and feedback.
• Serves as an escalation point for high-impact customer issues and manages timely resolution.
• Collaborates with other departments to streamline processes and improve inter-team communication.
• Recruits, hires, and manages team performance, including development and disciplinary actions.
• Facilitates onboarding and training to drive employee engagement and long-term retention.
• Leads special projects as assigned by department leadership, ensuring timely and high-quality execution.

Benefits

• Flexible and transparent culture with remote and hybrid work options, generous vacation time, and 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, mental health resources, wellness challenges, and employee assistance programs.
• Family-centric leave policies supporting new parents during significant life events.
• Entrata Cares programs offering 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed