Technology Support Specialist

Brookfield Properties • Cleveland, OH

4d • Hybrid

About The Position

The Technology Support Specialist for Brookfield Properties provides day-to-day operational and technical support for property management and resident-facing technology platforms. This role is responsible for troubleshooting system issues, resolving support requests, documenting solutions, and coordinating with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences. The Technology Support Specialist acts as the first line of technical product support for internal teams, property teams, and residents. This position plays a key role in identifying technology issues, escalating defects, improving documentation, and supporting product adoption across the organization.

Requirements

• Associate Degree in IT or tech certifications required
• 3-4 years of experience required in: Technical support in a ticket-driven environment — intake across multiple channels, triage, classification of severity/impact/priority, escalation to engineering or vendor queues, and documented resolution to SLA
• Supporting SaaS or cloud-based business applications — user provisioning, permissions and configuration changes, onboarding new sites or user groups, and reproducing/reporting product defects
• Supporting building and property technology systems — access control and credentialing, CCTV/surveillance, intercom and callbox, smart-home and IoT devices, and the network infrastructure these depend on; troubleshooting connectivity between field devices and their management platforms, and coordinating integration or installation work performed by vendors
• Supporting business and property telephony — VoIP/UCaaS platforms, Teams voice, call routing and hunt groups, moves/adds/changes, emergency line testing, and vendor-assisted troubleshooting
• 1-2 Years of experience in: Vendor management — logging and tracking support cases with technology vendors through closure, maintaining contract and renewal records, validating invoices against contracted terms, and recording expenses in a property management or procurement system
• Project coordination — tracking tasks, dependencies, and timelines for technology rollouts or upgrades across multiple sites; scheduling with property teams and maintaining status documentation
• Property management or resident-facing platforms (Yardi, RealPage, Entrata, or similar) - preferred
• 5-7 Years of relative work experience could offset the minimum educational requirements

Nice To Haves

• Vendor management — logging and tracking support cases with technology vendors through closure, maintaining contract and renewal records, validating invoices against contracted terms, and recording expenses in a property management or procurement system - preferred
• Project coordination — tracking tasks, dependencies, and timelines for technology rollouts or upgrades across multiple sites; scheduling with property teams and maintaining status documentation - preferred
• Property management or resident-facing platforms (Yardi, RealPage, Entrata, or similar) - preferred

Responsibilities

• Triage, investigate, and resolve product support tickets across all channels (ticketing system, email, phone, Teams)
• Diagnose and troubleshoot technology issues across property management platforms
• Classify severity, impact, and priority to ensure timely resolution
• Provide first-line configuration and onboarding support for property teams and residents
• Communicate status updates, workarounds, and timelines to stakeholders
• Deliver high-quality customer service in a fast-paced environment
• Manage multiple requests while maintaining responsiveness
• Maintain and update knowledge base articles, runbooks, and FAQs
• Document recurring issues and solution
• Support creation of internal documentation and troubleshooting guides
• Assist with training materials, quick reference guides, and enablement sessions
• Urgent & General Day-to-Day Items that Often Arise
• Vendor contract and expense tracking via property management systems
• Vendor support for technicians

Benefits

• Full benefits package
• Generous paid time off
• 401(k) with company match
• Growth and advancement opportunities
• Lucrative referral bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree