The Role
The Key Account Support Engineer provides advanced technical assistance and problem resolution for customers using property management software, collaborating with internal teams to enhance customer satisfaction.
Summary Generated by Built In
Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.
The Key Account Support Engineer provides advanced technical assistance to our customers' technical and non-technical staff, including high level admins who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry's most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem solving and communication skills to resolve.
You will provide professional business-to-business customer service to our customers, with awareness of the critical nature of these solutions to our Entrata HelpDesk customers who are using them. Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software. You must be able to recognize the differences in the practices and cultures we support and behave accordingly to strengthen our relationships with our international clients.
You will work closely with other Key Account Support Engineers (KASE’s) and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way. As a general subject matter expert, you will mentor other KASEs as well as collaborate and consult with your peers within your areas of expertise. You will model excellence in all facets of your work and help other KASE’s to be successful by mentoring and coaching.
You will also work closely with teams outside of Technical Support including Product, R&D, and Training to ensure we holistically address customer needs.
*We are currently hiring in the following states for this position: Utah, Idaho, Wyoming, Arizona, Florida, North Carolina, and Texas.
Responsibilities:
- Become a general subject matter expert on Entrata’s property management solutions
- Become a subject matter expert on relevant products
- Provide advanced technical support to customers via phone, online, chat, virtual meetings and email
- Ability to work with foreign cultures and assist clients from around the world appropriately in English and their native language
- Verify issues before involving development teams
- Work closely with the Product and Development teams to address the needs of our clients
- Respond to all tasks in the designated service level agreements and provide appropriate resolutions
- Attend product sprint reviews and trainings
- Be available and ready to assist your peers and co-workers as needed
- Review relevant updates on new and existing products
- Be influential in improving procedures and processes that improve our efficiency and effectiveness
- Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases
- Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
- Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products
- Adapt to the changing support needs of our Entrata HelpDesk customers
Minimum Qualifications:
- 3+ years' work experience in a technical support capacity providing B2B support to Enterprise level customers
- Excellent technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
- Must demonstrate empathy and understanding to increase client satisfaction and task efficiency
- Ability to learn software quickly and thoroughly
- Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
- A proven passion for providing an exceptional customer experience
- Motivated and proactive attitude while holding oneself accountable
- Excellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
- Experience in creating and providing training
Preferred Qualifications:
- Bachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience
- Industry experience in property management or property management related software
- Proven ability to utilize, create and update knowledge base resources in the course of your work
- Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources
- Experiences Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's
- International experience
#LI-Remote
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, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
Entrata Cares programs offers 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
Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.
Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
It’s a great place to work! Will you join us?
Top Skills
Mariadb
Mssql
MySQL
Oracle
Rest Apis
Soap Apis
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The Company
What We Do
Founded in 2003, Entrata® is the only comprehensive property management software provider with a single-login, open-access platform. Offering a wide variety of online tools including websites, mobile apps, payments, lease signing, accounting, and resident management, the Entrata platform currently serves more than 20,000 apartment communities nationwide. Entrata’s open API and superior selection of third-party integrations offer management companies the freedom to choose the technology and software that best fit their needs.
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