Technical Support Engineer

Entrata•Lehi, UT

6d•Hybrid

About The Position

The Technical Support Engineer provides frontline technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving software-related issues while maintaining a high level of professionalism and customer service. The Technical Support Engineer collaborates with internal teams to escalate and resolve complex technical challenges, ensuring timely and effective solutions.

Requirements

Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment.
Excellent written and verbal communication skills with the ability to document issues effectively.
Ability to adapt quickly to changing priorities and customer needs.
Strong attention to detail and commitment to providing an exceptional customer experience.
Associate's degree or equivalent work experience.
Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
Familiarity with knowledge base systems and documentation best practices is preferred.

Nice To Haves

Experience with property management software or related industry experience is a plus.

Responsibilities

Provide technical support and troubleshooting via telephone, ticketing systems, and chat.
Develop subject matter expertise in core technologies and at least one other specialized technology area.
Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process.
Educate customers on software functionalities, best practices, and product updates.
Document and report software issues, design concerns, and reliability challenges to appropriate internal teams.
Participate in team meetings and contribute to continuous improvement initiatives.
Assist with special projects and other duties as assigned.
Analyze and troubleshoot technical issues related to software functionality and system performance.
Communicate effectively with customers, ensuring clarity and professionalism in all interactions.
Maintain accurate and detailed records of customer interactions and troubleshooting steps.
Adhere to established support protocols, ensuring timely issue resolution.
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.
Utilize company-approved GenAI tools to accelerate high-value deliverables.
Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

Benefits

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
fertility benefits
HSA/FSA options
employer-paid disability benefits
Access to 401(k) or similar retirement plans with employer matching
Wellness initiatives promoting physical and mental well-being
access to an onsite gym at HQ
gym memberships
mental health resources
wellness challenges
employee assistance programs
Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community.
Exclusive Previ cell phone plan
discounts on services or local business partnerships
Bi-annual swag drops for employees