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The Technical Support Engineer provides technical support for property management solutions, troubleshooting issues, educating customers, and collaborating with teams for complex challenges.

Supports product strategy and roadmap development for sustainability and utilities software, translating building energy and utility data into sustainability outcomes. Conducts customer research, market validation, backlog prioritization, requirements documentation, and cross-functional delivery coordination. The role also uses advanced prompting, LLMs, AI agents, workflow automation, and AI-driven analytics to improve product processes while evaluating outputs for hallucination, bias, drift, and inefficiency. Domestic travel is required for client meetings, industry events, and company gatherings.

Serves as the technical authority for corporate security engineering, detection infrastructure, threat visibility, and security strategy. Builds alerting and automation, manages endpoint, identity, data exposure, phishing, vulnerability, and DLP risks, and establishes scalable workflows for triage, escalation, reporting, and incident response. Partners with IT leadership, conducts threat hunting and security assessments, develops executive metrics, and leads strategic global security initiatives.

Manage client software implementation projects from initiation through completion, overseeing scope, timelines, resources, risks, team adherence, and client onboarding. Lead cross-functional project teams, monitor progress and ACV recognition metrics, resolve issues, provide leadership updates, mentor junior project managers, and optimize implementation methodologies. The role may require travel for client or team needs.

Manage strategic client relationships, understand business objectives, develop account growth and retention plans, identify upsell opportunities, and provide consultative guidance on Entrata’s software. Collaborate with Sales, Implementation, and Support teams to ensure client success, communicate product updates, and expand existing accounts in a quota-bearing sales role.

Develop and maintain software applications, focusing on database design and architecture, collaborating with teams, and ensuring code quality.

Drive new and existing enterprise SaaS sales to property management companies: prospect, present product value, negotiate and close long-cycle, high-value deals, maintain relationships, and represent the company at regional associations.

Improve Entrata’s AI models through foundation-model fine-tuning, training-data curation, evaluation frameworks, benchmarking, experimentation, and error analysis. The role translates business problems into measurable machine-learning objectives, assesses model safety and reliability, and partners with machine-learning engineers to productionize successful approaches. Responsibilities include working with instruction, preference, and synthetic datasets and communicating findings to technical and business stakeholders.

The Senior Technical Support Engineer provides advanced technical assistance, troubleshooting complex issues for customers, mentoring junior engineers, and improving processes in a fast-paced environment.

Build and scale applied AI systems for property management use cases. Responsibilities include fine-tuning large language models, developing data preparation and synthetic data pipelines, creating agentic AI systems, building evaluation frameworks, optimizing inference and serving, and deploying models into production. The role partners with engineering, product, and data teams to integrate AI capabilities and establish best practices for experimentation, evaluation, and deployment.