Technology Support Specialist

LyvWell Apartments•Cleveland, OH

6d•$57,900 - $81,165•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. The role troubleshoots system issues, resolves support requests, documents solutions, and coordinates with Product, Engineering, and Operations teams to ensure reliable system performance and positive user experiences. As the first line of technical product support for internal teams, property teams, and residents, the specialist identifies technology issues, escalates defects, improves documentation, and supports product adoption across the organization. Responsibilities include triaging and resolving support tickets, diagnosing technology issues, classifying severity and priority, supporting configuration and onboarding, communicating updates and workarounds, maintaining knowledge resources, assisting with training, and tracking vendor contracts, expenses, and support for technicians. The Cleveland corporate office uses a hybrid work model requiring employees to work in the corporate office at least four days per week.

Requirements

Associate degree in IT or technology certifications required; 5–7 years of relevant work experience may offset the minimum education requirements.
3–4 years of experience in technical support in a ticket-driven environment, including intake across multiple channels, triage, severity/impact/priority classification, escalation, and documented resolution to SLA.
3–4 years of experience supporting SaaS or cloud-based business applications, including user provisioning, permissions and configuration changes, onboarding sites or user groups, and reproducing and reporting product defects.
3–4 years of experience supporting building and property technology systems, including access control and credentialing, CCTV/surveillance, intercom and callbox, smart-home and IoT devices, and their supporting network infrastructure.
Experience troubleshooting connectivity between field devices and management platforms and coordinating vendor integration or installation work.
3–4 years of experience supporting business and property telephony, including VoIP/UCaaS platforms, Teams voice, call routing and hunt groups, moves/adds/changes, emergency line testing, and vendor-assisted troubleshooting.

Nice To Haves

1–2 years of vendor management experience, including tracking vendor support cases through closure, maintaining contract and renewal records, validating invoices against contracted terms, and recording expenses in a property management or procurement system.
1–2 years of project coordination experience tracking tasks, dependencies, and timelines for multi-site technology rollouts or upgrades, coordinating schedules with property teams, and maintaining status documentation.
Experience with property management or resident-facing platforms such as Yardi, RealPage, or Entrata.

Responsibilities

Triage, investigate, and resolve product support tickets received through ticketing systems, email, phone, and Teams.
Diagnose and troubleshoot technology issues across property management platforms.
Classify issue 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 and manage multiple requests while remaining responsive.
Maintain and update knowledge base articles, runbooks, and FAQs.
Document recurring issues and solutions, and help create internal documentation and troubleshooting guides.
Assist with training materials, quick reference guides, and enablement sessions.
Track vendor contracts and expenses through property management systems and provide vendor support for technicians.