Job Description

The Senior Technical Support Engineer (STSE) provides advanced technical assistance to our customers\' technical and non-technical staff 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 skills to resolve.

You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our 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 will work closely with other Technical Support Engineers (TSEs) 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 subject matter expert, you will mentor other TSEs as well as collaborate and consult with your peers within your area of expertise. You will model excellence in all facets of your work and help other TSEs succeed by mentoring and coaching.\xe2\x80\x8b

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, and Texas.* \

Responsibilities

• Become a subject matter expert on relevant products
• Provide advanced technical support to customers via phone, online, chat, and email
• 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 will enhance 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 the 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

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 communication 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, and MariaDB. REST APIs, SOAP APIs

Benefits

• Medical, Dental, and Vision Benefits
• 401K with Matching
• Life Insurance
• Flexible Spending Account
• Short-term and Long-term Disability

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Entrata has been setting the standard for property management technology for nearly 20 years and continues to lead innovation in an industry that provides housing to tens of thousands of apartment communities around the world. People who come to work at Entrata are forward-thinking, hard workers who come together to collaborate and have a good time.

But members of the Entrata team aren\'t just intelligent and ambitious, they\'re the living embodiment of another core Value: \xe2\x80\x9cTeamwork and Collaboration.\xe2\x80\x9d 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?

Entrata