Senior Technical Support Engineer (Integrations & Data)

The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service. The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members.

Responsibilities

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.

• Develop deep subject matter expertise in core technologies and multiple specialized technology areas.

• Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates.

• Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions.

• Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams.

• Act as a resource for junior support engineers, providing guidance and mentorship.

• Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.

• Assist with special projects and other duties as assigned.

Essential Functions

Analyze and troubleshoot complex technical issues related to software functionality and system performance.

Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions.

Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths.

Adhere to established support protocols, while identifying opportunities for process improvements.

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.

Minimum Qualifications

• Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.

• Excellent written and verbal communication skills with the ability to document and articulate issues effectively.

• Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.

• Proven ability to mentor and assist junior support engineers

• Strong attention to detail and commitment to providing an exceptional customer experience.

Education and Experience Requirements

• Associate's degree or equivalent work experience.

• Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.

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

• Familiarity with knowledge base systems and documentation best practices is preferred.

Preferred Qualifications

• Experience with relational databases (e.g., MSSQL, Oracle, MySQL, MariaDB).
• Experience working with REST and/or SOAP APIs.

#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, 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 But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” 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?